Service Delivery Lead
2 days ago
Job Responsibilities:
- Manage and control the expectations of the stakeholders within the region and/or shift managed as it adhere to the to the committed services under the shared service model and its processes.
- Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security on following topics but not limited to:
o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of the corresponding services with the Processes within ESSPI and in relation with Customers' organizations
o Ensure adherence to the shared model to improve efficiency and enlarge the period of support on 24h
- Monitor and Control the statement of work with shared service customers based on current services actual or requirement
- Coordination across all the Tech Services service line leveraging the team leaders and services line coordinator for the service delivery to ensure the delivery and quality of the services.
- Consistent communication, monitoring and driving of the continuous improvements for the managed Customers across all the services provided.
- Regular reporting & daily monitoring on activity, quality and performance
- Ensure appropriate documentation on agreements and/or hand-over activities
- Accurate and timely reporting to the head of Infrastructure department esp. on escalation impacting services and/or performance of the team.
- Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements
- Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans
- Participate in the identification of value-creating services
- Identify new customer needs
- Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company
- Build capability plan and skill up plan for individual resources within the service line directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure.
Job Qualifications:
- At least 10yrs experience in Infrastructure delivery or IT services delivery
- At least 5yrs experience in Services Delivery management
- Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security.
- Depth of experience on at least one of the areas in Infrastructure solution
- Experienced in managing or coordinating teams in a complex organization
- Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)
- Solid experience in ITIL processes mgmt (ITIL certified minimum)
- Solid experience in Services Management
Job Types: Full-time, Fixed term
Contract length: 18 months
Benefits:
- Health insurance
- Life insurance
Application Question(s):
- How much is your expected salary? (Do not leave blank)
- Are you willing to work in a Hybrid setup in Alabang, Muntinlupa (3 days RTO, 2 days WFH per week)?
- Are you willing to work in a Shifting schedule?
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