Global Infrastructure Service Delivery Lead

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Service Delivery Specialist to lead infrastructure service delivery across 600+ remote locations worldwide, coordinating with regional delivery teams and leadership. You will implement and improve ITIL-aligned processes, KPIs, and a shared service model to meet customer expectations and standards.

The role focuses on maintaining customer satisfaction, tracking service metrics, and driving continuous improvement while contributing to ESSPI evolution and ensuring

Qualifications

• 10+ years infrastructure delivery experience.
• 5+ years services delivery management.
• English speaking mandatory.

Responsibilities

• Manage stakeholder expectations regionally with shared service model.
• Monitor and maintain framework of ITIL-based standards across Tech Services and IT Security.
• Oversee catalog of services and ESSPI SLAs with defined KPIs.
• Coordinate across service lines to ensure service delivery quality.
• Regular reporting on activity, quality and performance.
• Document agreements and hand-overs; ensure escalation reporting.
• Handle changes to service levels and operational agreements.
• Identify value-creating services and new customer needs.

Skills

ITIL

Service Delivery

Leadership

KPIs

Multi-location

Travel

Tools

CMMI

Ticketing System

Job description

Hammerjack Pty Ltd is seeking a Service Delivery Specialist to lead infrastructure service delivery across 600+ remote locations worldwide, coordinating with regional delivery teams and leadership. You will implement and improve ITIL-aligned processes, KPIs, and a shared service model to meet customer expectations and standards.

The role focuses on maintaining customer satisfaction, tracking service metrics, and driving continuous improvement while contributing to ESSPI evolution and ensuring