Client-Centric Service Delivery Lead (Hybrid)

First Focus; Muntinlupa; Ibrido; PHP 900.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

First Focus in Manila is seeking an experienced Service Delivery Lead to join our Manila team. You will be the key liaison between clients, technical teams and management, ensuring issues are addressed promptly and service expectations are clear.

In this hybrid role, you will monitor service delivery, coordinate escalations, and drive improvements while balancing client needs with operational realities. This position offers day shifts with some hybrid flexibility.

Competenze

• Proven experience in a Service Delivery Lead, Service Delivery Manager, Technical Account Management or similar client-facing IT role.
• Experience supporting or managing service delivery across multiple business clients, ideally within an MSP environment.
• A solid understanding of IT infrastructure, support services and modern workplace technologies.
• Strong experience managing client escalations and coordinating technical teams.
• Excellent written and verbal English communication skills.
• The ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills, particularly when dealing with complex service issues.
• Experience managing service expectations, priorities and stakeholder relationships.
• A good understanding of service management processes, support agreements and service delivery reporting.
• The ability to remain calm under pressure and make sensible decisions when priorities change.
• Strong organisational skills and the confidence to manage multiple client requirements.
• A collaborative approach and willingness to consult, elevate and involve others when needed.
• Willingness to work in a hybrid arrangement , including att

Mansioni

• Acting as a key point of contact for clients, particularly when service issues or escalations need attention.
• Building strong relationships with clients and understanding their business needs and expectations.
• Coordinating with technical teams to ensure service issues are addressed and resolved appropriately.
• Managing service escalations and keeping everyone informed throughout the process.
• Monitoring service delivery performance and identifying opportunities to improve the client experience.
• Working with stakeholders to review and report on the effectiveness of support services.
• Overseeing adherence to client support agreements and ensuring service exceptions are appropriately managed.
• Helping ensure technical teams have access to clear, accurate and useful client documentation.
• Coordinating major incident management activities and communicating updates to stakeholders.
• Identifying recurring issues, process gaps and opportunities to improve service delivery.
• Supporting continuous improvement initiatives across client environments and internal processes.
• Helping maintain positive working relationships between clients, technical teams and management

Conoscenze

Service Delivery Lead

Client-facing IT

MSP experience

IT infrastructure knowledge

English communication

Stakeholder management

Problem-solving

Descrizione del lavoro

First Focus in Manila is seeking an experienced Service Delivery Lead to join our Manila team. You will be the key liaison between clients, technical teams and management, ensuring issues are addressed promptly and service expectations are clear.

In this hybrid role, you will monitor service delivery, coordinate escalations, and drive improvements while balancing client needs with operational realities. This position offers day shifts with some hybrid flexibility.