IT Service Delivery Manager  

We are seeking an experienced IT Service Delivery Manager to join our growing team!

You'll be handling requests to remotely help our clients based in Australia and the US. Supporting clients and colleagues with deployed of our SSO/IDP Security Software and other IT Managed Services.

Responsibilities:

• Operational management of incidents and technical leadership for High priority incidents
• Act as the focal point for managing customer issues and escalations including critical incidents
• Assist with the development of plans and to oversee implementation of support processes
• Oversee and Manage the support team.
• Perform and maintain continuous improvement activities
• Identify and document potential opportunities, and with ownership, drive through to successful implementation

Skills:

• Proven track record in IT Service Delivery
• Strong knowledge ITIL (ITIL certification is highly desirable)
• Ability to identify customer requirements & opportunities
• Problem, capacity, and risk management
• Experience working in an Agile environment and fast pace environment

• Previous Experience running IT Help desk for western Clients. US, UK, AU.
• Previous Philippines Team management experience
• Understanding of ITIL and IT Ticketing Processes and Systems.
• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. Ideally with US, UK or Australia experience
• Willingness to grow professionally by learning new skills and building personal value as an IT professional
• A problem-solving mindset and the ability to think outside the box
• Sense of urgency in completing service requests according to service level agreements