Service Delivery Management Head  

The Service Delivery Management Head acts as a service delivery manager who oversees the delivery of services or service technology to the company’s Service provider client or customers. He or she will also guide and manage his or her subordinate service delivery managers to ensure high quality of service is provided across all service provider clients. He or she recommends policies designed to ensure consistent delivery of high service performance and ensures that these policies created are followed. Monitors the delivery of the service and evaluates customer feedback to develop quality improvement processes. He/she has general oversight over employees involved in the delivery process, even though he may not be their direct manager. Ultimately, the Service Delivery Management Head is accountable for carrying out the required processes and tasks, ensures delivery processes are efficient and cost effective. He/she also makes sure that costs are reduced, and processes are streamlined without adversely impacting clients’ experience. A key role for this position is to constantly assess customer feedback and make necessary improvements.

Duties and Responsibilities

• Act as people manager for all SP service delivery managers
• Involves in the creation of Warranty and Maintenance Agreements
• Facilitates periodic evaluation and negotiation of SLA’s.
• Translates customer requirements into working instructions for Service Delivery.
• Mitigates and solves escalations with urgency and determination
• Provides regular update to customers for on-going activities such as Incident/Problem resolution, service request, activities related to Change Request, etc.
• Provides detailed reports related to service delivery performance
• Builds and maintains client relationships.
• Ensures client stickiness and adoption of technologies/products and services acquired.
• Manages delivery and life cycle of services for business strategy development
• Identifies and analyzes issues based on feedback provided by customers and be able to formulate plans in eliminating bottlenecks.

• Graduate of any four- or five-year collegiate course preferably in the field of Engineering or Information and Communication Technology
• ITIL Foundation Certified
• Experienced in handling Telecommunications or Service Provider clients
• At least 2 years of experience of being technical support engineer
• At least 5 years customer facing service delivery management or project management experience
• Experience in people management
• Experience in IT infrastructure design, engineering and operations
• Experience in IT Service Management
• Willing to work regularly at Makati Area 8.5 hours and 5 days a week
• Willing to work by visiting clients around Metro Manila
• Willing to work during out of office hours when needed