Service Delivery Head  

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)