IT Manager l BGC, Taguig City

6 days ago

Taguig, National Capital Region, Philippines Ubiquity Full time ₱600,000 - ₱1,200,000 per year

IT Job Summary:

The Service Delivery Lead is entirely customer-facing. Overseeing a range of functions to

facilitate the delivery of superior services to the end-users to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost efficient manner. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The role requires both administrative and technical hats and is passionate about delivering end-to-end customer-driven solutions.

Job Responsibilities:

● Monitoring and managing end user support, site services, and VIP support functions to ensure

optimal service

● Maintaining high performance levels for service-related processes, and implementing

improvement activities wherever necessary

● Taking ownership of critical incidents, coordinating with resolution parties, and establishing

effective communication between stakeholders for post-incident reviews

● Ensuring that established Global systems, procedures, and methodologies are implemented

to support outstanding service delivery

● Taking accountability for service delivery performance, meeting customer expectations, and

driving future demand

● Recommending methods of improvement and seeing that actions are implemented on time for

service delivery upgrades

● Providing accurate and regular reports to the management on performance of the service

delivery

● Leading personnel management, including staff recruitment, performance assessment,

training, and mentoring

● Building strong relationships with teams and stakeholders to enable effective dialogue

exchange between departments

● Supervising End User management teams to facilitate continual improvements in the desktop

environment

● Enabling high-level performance benchmarks with the end user environment and site

services.

Job Qualifications: (Knowledge, Skills, Experience)

● 7+ years of relevant functional experience in similar roles

● 5+ years of experience proficiency in leading both physical and virtual teams in a diverse,

large-scale environment

● Exceptional customer-facing skills

● In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an Good understanding of ITIL (Information Technology

Infrastructure Library) principles

● Expertise in people management and leadership

● Strong organizational skills and an ability to manage and prioritize tasks efficiently

● Capacity to train and guide junior team members

● Solid resource planning and problem-solving skills

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