Service Delivery Manager

3 days ago

Makati City, National Capital Region, Philippines Total Information Management Corp. Full time ₱1,500,000 - ₱2,500,000 per year

The Service Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. He/She is in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. A Service Delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Duties and Responsibilities:

  • Be part of the primary service relationship interface between customers and TIM for service-related activities.
  • Involve in the management services for customers using IT service management framework which involves the whole ITSM and ITIL framework.
  • Participate on the planning and execution of the service management framework through service review meetings, service improvement and strategy plans and relationship health checks.
  • Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities.
  • Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sale process.
  • Perform out-of-business hours escalation support for customers with complex servicing requirements.
  • Development of partnerships between customers, vendors and sub-contractor organization to address business opportunities for TIM.

Qualifications:

  • With at least 3 years working at IT Industry
  • Bachelor's Degre of Industrial Engineering (IE), Electronics and Communications Engineering (ECE), Computer Science/Information Technology or other related courses
  • Good to excellent communication skills
  • Knowledge on Basic Operations Management
  • Familiar with ITIL/ITSM IT Service Life Cycle
  • Can Start ASAP

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