service Delivery managerMultisys Technologies Corporation

Job Summary:
A Service Delivery Head is in charge of managing the service delivery performance, meeting customer expectations, and drives future demands. His/her main objective is to ensure correct processes, technology and members are put in place so that the Company can be able to achieve its business objectives. He/she provides value, improves efficiency, reduces operational cost, improves effectiveness and visibility.
Essential Duties and Responsibilities:
Service Management
Focuses on management and delivery of IT services;
Develops deep understanding of projects to gain insights into the scope of service delivery;
Creates and implements a service delivery plan;
Reviews IT service catalogs to add missing services or make recommendations for services that are not offered;
Monitors and manages the lifecycle of all IT Services which includes but not limited to the following:
Designing
Creating
Delivering
Supporting;
Works with the Project Analysis and Management Head in overseeing the Project Management team;
Establishes and maintains excellent relations clients, end-users, and other stakeholders;
Analyzes internal and external processes and creates strategies for service delivery optimization; and
Determines ways to reduce costs without sacrificing customer satisfaction.
Performance and Quality Management
Ensure that systems, procedures, and methodologies are in place to support outstanding delivery;
Maintains high performance levels for service-related processes, and implementing improvement activities wherever necessary;
Works with the project management team for manpower planning and staff allocation;
Build strong relationship with internal stakeholders to enable effective dialogue exchange;
Ensures that team members are familiar with IT service delivery processes and best practices and conducts relevant training as necessary;
Sets standards for software, hardware and security;
Recommends methods of improvement and sees that actions are implemented on time for service delivery upgrades;
Provides accurate and regular reports to the management on performance of the service delivery; and
Ensures that anti-virus softwares are updated and patched promptly and effectively.
Client Support
Manages client onboarding;
Provides continuous support for clients;
Takes ownership of client issues and other critical incidents, coordinates with resolution parties, establishes effective communication between stakeholders for post-incident reviews;
Promotes trust, transparency and loyalty with clients and other stakeholders;
Encourages clients to upgrade their systems;
Monitors and supports Customer Relations team to ensure optimal services;
Assesses client feedback and perform necessary actions.
General
Establishes and implements policies related to service delivery and management;
Assists in other policy formulation geared towards improving service delivery;
Conducts presentations if necessary;
Carries out research regularly and attend seminars to learn improved service delivery procedures and processes;
Prepares and submits daily, weekly, monthly, and annual reports, as required by the Immediate Superior;
Assist and participates in human resources and other company activities; and
Performs other related tasks that may be assigned.
Qualifications:
Bachelor's degree in Information Technology, Computer Science or any related field
With at least 8-year experience in IT service delivery
Strong knowledge of the development principles and processes
Preferably with IT Infrastructure Library (ITIL) certification
Excellent leadership, problem solving, decision-making and communication skills
Fluent in English and Filipino (oral and written)
Special Leave Benefits for Women
Free Lunch or Snacks
Gym Membership
Paid Sick Leave
Single Parent Leave
Paid Bereavement/Family Leave
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Other:
Calamity Leave
Clinic
Court
Game Room
Garden
Mental Health Benefit
Music Studio
Salon
Spacious Free Parking
Tree house
Entry Level / Junior, Apprentice IT and Software Information Technology / IT 6 openings Bachelor's degree graduate
MULTISYS TECHNOLOGIES CORPORATION (MULTISYS) is a software engineering solutions firm that provides a wide range, cost-effective, and full scale service to tailor-fit and empower businesses.Focused on research and development by providing vision, strategy, and outstanding implementation in system solutions, MULTISYS is passionate in bringing exceptional service, efficient workforce, and customer satisfaction to keep partners staying ahead of the curve.Backed by a team of expert programming engineers, MULTISYS confidently assures quality delivered likewise excellent customer support service to meet every partner's needs above and beyond.MULTISYS partners with both government entities and private institutions in the Philippines as the technology arm to help fulfill business objectives and to keep innovating with advanced software solutions.Who We AreWe are a software solutions firm backed by a team of expert programming engineers in the Philippines that focuses on research and development. We are dedicated to our work and we ensure to deliver quality service to blaze the trail in the industry.What We DoWe are committed to empowering companies by providing vision, strategy, and outstanding implementation in advanced software solutions. We deliver excellent service and well-executed work to bring partners at the forefront of the business sector.How We HelpWe pursue and bring solutions beyond software development to create impactful decisions, to further enhance businesses, and to ultimately service for the betterment of the common good, which in itself is fulfilling for us.Corporate PrincipleHaving employees, partners, and customers, we ensure to put PEOPLE FIRST, which fills every aspect of the company culture.We offer an ACTION-ORIENTED approach in achieving what is committed. Our products are expertly engineered to make sure every output is well crafted.Giving high value to outstanding performance, we are QUALITY CONSCIOUS in creating an edge in the industry by striving to improve our products and push our services forward.We exceed ABOVE & BEYOND expectations. We are dedicated to our work and we are passionate to serve people who want to bring absolute excellence.MissionMULTISYS is driven to partner and reinvent how businesses meet objectives through breakthrough software solutions.VisionTo revolutionize how the world runs business with innovative software solutions.
Kalibrr

Paranaque City, Metro Manila
Permanent
Full-time