IT Service Delivery Manager

The Service Delivery Manager will be responsible on day-to-day IT operations such as ticket creation and ticket assigning. This person will be responsible for the full life cycle of the ticket from its creation, assigning to the resource, resolution delivery, and closing of ticket.

Job Responsibilities:

• Managing service requests, incidents, problems, change, and other deliverable according to day to-day operational guidelines.
• Overseeing ticket creation, ticket routing, ticket escalation, immediate resolution tasks, and phone/email/chat responses.
• Ensuring that tickets and incidents will be assigned to the appropriate technical resources based on their level of skillsets and specialization.
• Following up with technical resources to identify challenges or roadblocks that deter them from delivering timely and quality services to the client.
• Communicating with Team Leader/Manager, Department manager and other heads for any tickets or incidents that need to be escalated.
• Conducting Ticket Review; working with Sales and Accounting Department for tickets that need assistance regarding quotation or billing.
• Ensure the company meets service level agreement through timely delivery and high quality of work to assure high customer satisfaction.
• Scheduling onsite appointment for field engineer. Making sure that onsite schedules and other expectations are set and aligned with customers.
• Monitoring technical team’s performance using metrics that include average time to respond, first call resolution, customer satisfaction, volume, and aging tickets.
• Analyzing performance of technical team’s activities and documented resolutions.
• Analyzing trends in Service Desk requests and generates reports to identify problem areas.
• Managing the development, implementation, and maintenance of policies, processes and procedures and the continuous development of knowledge-based or solutions articles.
• Developing and implementing key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
• Set clear performance expectations and KPIs for the team, monitoring progress and providing regular feedback.
• Provides leadership through coaching, feedback, development goals, and performance management.
• Other related tasks as assigned by the manager.

Job Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or any other related course with equivalent work experience.
• 2-3 years of Service Desk Function; experience as IT Service Desk or other related job.
• Excellent written and verbal communication skills.
• Experience implementing service improvement processes and service level agreements (SLAs).
• Work experience in a Managed Service Provider (MSP) Environment is an advantage.
• Advanced knowledge on with SNOW as a ticketing tool is an advantage.
• Training and Certification related to the job is an advantage (i.e., Office365, ITIL, other Microsoft Certification).
• Experience with Commercial ITSM software suites for performing duties and responsibilities such as Incident Management, Problem Management, Request Management, Knowledge Management, Service Level Management, Reports and Dashboards.
• Amenable to work on night shift, shifting schedule and/or holidays.
• Open to a hybrid work setup (Satellite Office: Taytay, Rizal)

Benefits:

• Health Insurance (HMO with Dental Coverage) with Free Dependent
• Leave Credits
• Annual Appraisal
• FREE Trainings, Exams and Certifications
• Other office perks such as:
• Incentives
• Free Meal Friday
• Gifts for special occasions
• Employee Referral Bonus
• Opportunity to Travel Abroad
• Learning from the best in the Global Culture
• Employee Engagements
• Career Progression
• Work-Life Balance