Field Technical Support

Apollo Software; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Apollo Software is seeking a Service Delivery Manager to identify client needs and oversee service delivery within the agreed SLA, ensuring consistent, cost-efficient performance.

The role emphasizes establishing streamlined processes, coordinating IT service desk operations, and leveraging cloud-based platforms to support a geographically distributed client base.

Qualifications

• Bachelor’s degree in a relevant discipline.
• 5+ years in managing a Technical Service Desk, IT Systems Ops, and end-user support.
• Experience deploying cloud-based technologies and platforms.

Responsibilities

• Identify client needs and oversee service delivery within SLA.
• Establish processes to deliver high levels of customer service cost-effectively.

Skills

Agile

ITSM

ITIL

Education

Bachelor's degree in a relevant discipline

Tools

Incident Management

Problem Management

Configuration Management

Demand Management

Job description

Job Summary

Will be responsible in identifying the client’s needs and oversee the delivery of the services within the context of the business relative to the agreed Service Level Agreement (SLA). The main focus is to establish processes to provide consistently high levels of customer service in a cost-effective manner.

Qualifications

• Bachelor’s degree in a relevant discipline
• At least 5+ experience in managing a Technical Service Desk, IT Systems Operations, and Supply Chain End-user Support, preferably in a geographically distributed organization, with 3+ years managing and deploying technologies and applications including cloud-based technologies and platforms.
• High proficiency in Agile approaches, ITSM, ITIL and other process automation tools – including Incident Management, Problem, Configuration Management, Demand Management, including and configuring the tools.