Client-First IT Service Delivery Lead (Hybrid)

First Focus; Pasig; Hybrid; PHP 900.000 - 1.700.000; Vollzeit

Zusammenfassung

First Focus in Manila is seeking an experienced Service Delivery Lead to connect clients, technical teams and management, ensuring clear expectations and timely resolutions. The role operates in a hybrid day shift, supporting a growing client base with strong service delivery discipline.

You will drive client satisfaction by coordinating across teams, maintaining documentation, and reporting on service performance. Excellent English communication and relationship-building skills are essential.

Qualifikationen

• Experience in a Service Delivery Lead/Manager role in MSP environments.
• Proven ability to manage client escalations and coordinate technical teams.
• Excellent English communication, both written and spoken.
• Strong organisational skills and ability to manage multiple client requirements.

Aufgaben

• Acting as a key point of contact for clients during service issues or escalations.
• Building strong client relationships and understanding their business needs and expectations.
• Coordinating with technical teams to resolve service issues and deliver timely updates.
• Managing service escalations and keeping stakeholders informed throughout the process.
• Monitoring service delivery performance and identifying opportunities to improve the client experience.
• Reviewing and reporting on the effectiveness of support services.
• Ensuring adherence to client support agreements and managing service exceptions.
• Maintaining clear, accurate client documentation for technical teams.
• Coordinating major incident management activities and communicating updates to stakeholders.
• Identifying recurring issues and process gaps for service improvement.
• Supporting continuous improvement initiatives across client environments and internal processes.
• Maintaining positive working relationships between clients, technical teams and management.

Kenntnisse

Service Delivery Lead

Client-facing IT

Escalation management

Stakeholder communication

Relationship building

Jobbeschreibung

First Focus in Manila is seeking an experienced Service Delivery Lead to connect clients, technical teams and management, ensuring clear expectations and timely resolutions. The role operates in a hybrid day shift, supporting a growing client base with strong service delivery discipline.

You will drive client satisfaction by coordinating across teams, maintaining documentation, and reporting on service performance. Excellent English communication and relationship-building skills are essential.