service Delivery managerUniversal Access and Systems Solutions Inc.

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
Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to client and 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
College graduate in Computer Science, Information Technology or other relevant fields
At least 5 years of experience in a similar role
Exceptional customer-facing skills
Experience within an IT Service Management role conducting development of Information Technology processes, information flow, associated reports, and applications for defined service domain
ITIL Foundations V3 Certification required
Proficiency in leading both physical and virtual teams
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Expertise in people management and leadership
Strong organizational skills
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solving skills
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Bossjob

Pasig City, Metro Manila
Permanent
Full-time