Service Delivery Specialist

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the "We Code Success" principle, we prioritize the success of our clients, consultants, and partners.

About project:

We are looking for a Service Delivery Specialist for our French client, who specialize with the production of various types of glasses as well as cooperation with opticians. Their mission is to improve the quality of life by improving the quality of vision.

Responsibilities:

• As a Delivery Specialist, you will be responsible for managing and controlling the expectations of stakeholders within the region;
• You will be monitoring and controlling the implementation and maintaining the framework of best-in-class standards in Tech Services and IT Security;
• You will be reviewing, maintaining, and updating the statement of work with shared service customers based on actual services or requirements;
• You will be coordinating across all Tech Services lines, leveraging team leaders and service line coordinators to ensure service delivery and quality;
• You will be monitoring and driving continuous improvements for managed customers across all services provided;
• You will be reporting and monitoring daily activities, quality, and performance metrics;
• You will be ensuring that proper documentation is maintained for agreements and hand-over activities;
• You will be reporting to the Head of Infrastructure regarding escalations impacting services or team performance;
• You will be ensuring that service contract impacts are considered throughout its lifecycle;
• You will be ensuring that any changes to service levels, particularly service level commitments and operational agreements, are properly managed;
• You will be monitoring, analyzing, and evaluating the operational performance of customer support and the results of key indicators, proposing action plans where needed;
• You will be participating in the identification of value-creating services;
• You will be identifying new customer needs;
• You will be contributing to the search for ideas and solutions to continuously improve company performance;
• You will be building capability plans and skill development plans for individual resources within the service line you manage.

Requirements:

• 10+ years of hands-on experience delivering IT Infrastructure solutions, demonstrating a deep understanding of various infrastructure environments;
• 5+ years of hands-on experience in Service Delivery management, ensuring high-quality service and customer satisfaction;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) - Necessary condition;
• Broad experience in Infrastructure solutions, including Datacenters, Cloud, Networks, and Security, with the ability to adapt to different technologies;
• Deep expertise in at least one area of Infrastructure solutions, allowing you to contribute as a specialist in that domain;
• Proven track record in managing or coordinating teams within a complex organizational structure, ensuring effective collaboration and results;
• Strong knowledge of operational KPIs, such as Ticket Management and Infrastructure KPIs, to effectively measure and improve service performance;
• Experience in Service Management, driving improvements and delivering value to customers;
• ITIL certifications acquired, demonstrating a solid foundation in IT Service Management practices;
• Experience working with Agile or DevOps methodologies, fostering flexibility and collaboration in service delivery;
• Familiarity with CMMI, contributing to process improvement and organizational maturity.

We offer:

• Salary for work amounting to 110,000 – 130,000 PHP;
• Equipment will be provided;
• HMO on your day 1 + 1 of your chosen dependent;
• Monthly non-taxable allowance;
• Monthly transportation allowance;
• Optical Coverage;
• Year-end leave monetization;
• Gym Subscription;
• Monthly supply of coffee

Please be advised that we will only contact selected candidates