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 Powered by JazzHR
IT Manager • BGC, Taguig, PH
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