Director of Service Delivery & Operations

Internetwork Expert; Philippines; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Internetwork Expert in the Philippines is seeking a Service Delivery Operations Head to lead end-to-end service delivery across Service Desk, FSS, and ASM teams. The role focuses on operational excellence, SLA/KPI adherence, and client satisfaction while driving continuous improvement.

You will oversee daily operations, coordinate between teams, manage escalations, and drive initiatives for automation and efficiency to ensure timely resolution of incidents and service requests.

Qualifications

• Experience in operational management and service delivery oversight.
• Strong stakeholder and client relationship management.
• Leadership of multiple teams including service desk, field support, and ASM.
• Ability to monitor SLA/KPI performance and drive continuous improvement.

Responsibilities

• Oversee daily operations of Service Desk, FSS, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor metrics such as ticket aging, dispatch efficiency, escalations, and productivity.
• Lead recovery actions for SLA risks and critical incidents.
• Coordinate effectively between operational units and support teams.
• Present performance insights to senior management and drive governance.

Job description

Internetwork Expert in the Philippines is seeking a Service Delivery Operations Head to lead end-to-end service delivery across Service Desk, FSS, and ASM teams. The role focuses on operational excellence, SLA/KPI adherence, and client satisfaction while driving continuous improvement.

You will oversee daily operations, coordinate between teams, manage escalations, and drive initiatives for automation and efficiency to ensure timely resolution of incidents and service requests.