Responsibilities

• As a Delivery Specialist, you will be responsible for managing and controlling the expectations of stakeholders within the region; 
• You will be monitoring and controlling the implementation and maintaining the framework of best-in-class standards in Tech Services and IT Security; 
• You will be reviewing, maintaining, and updating the statement of work with shared service customers based on actual services or requirements; 
• You will be coordinating across all Tech Services lines, leveraging team leaders and service line coordinators to ensure service delivery and quality;  
• You will be monitoring and driving continuous improvements for managed customers across all services provided; 
• You will be reporting and monitoring daily activities, quality, and performance metrics; 
• You will be ensuring that proper documentation is maintained for agreements and hand-over activities; 
• You will be reporting to the Head of Infrastructure regarding escalations impacting services or team performance; 
• You will be ensuring that service contract impacts are considered throughout its lifecycle; 
• You will be ensuring that any changes to service levels, particularly service level commitments and operational agreements, are properly managed; 
• You will be monitoring, analyzing, and evaluating the operational performance of customer support and the results of key indicators, proposing action plans where needed; 
• You will be participating in the identification of value-creating services; 
• You will be identifying new customer needs; 
• You will be contributing to the search for ideas and solutions to continuously improve company performance; 
• You will be building capability plans and skill development plans for individual resources within the service line you manage. 

Requirement

• 10+ years of hands-on experience delivering IT Infrastructure solutions, demonstrating a deep understanding of various infrastructure environments; 
• 5+ years of hands-on experience in Service Delivery management, ensuring high-quality service and customer satisfaction; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition; 
• Broad experience in Infrastructure solutions, including Datacenters, Cloud, Networks, and Security, with the ability to adapt to different technologies; 
• Deep expertise in at least one area of Infrastructure solutions, allowing you to contribute as a specialist in that domain; 
• Proven track record in managing or coordinating teams within a complex organizational structure, ensuring effective collaboration and results; 
• Strong knowledge of operational KPIs, such as Ticket Management and Infrastructure KPIs, to effectively measure and improve service performance; 
• Experience in Service Management, driving improvements and delivering value to customers; 
• ITIL certifications acquired, demonstrating a solid foundation in IT Service Management practices; 
• Experience working with Agile or DevOps methodologies, fostering flexibility and collaboration in service delivery; 
• Familiarity with CMMI, contributing to process improvement and organizational maturity. 

We Offer

• Salary for work amounting to 110,000 – 130,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates