Global IT Service Delivery & Operations Leader

Sourcefit; Quezon City; Ibrido; PHP 3.783.000 - 5.675.000; Tempo pieno

Descrizione del lavoro

Sourcefit is seeking an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. You will run daily stand-ups, track incidents and escalations, keep customers informed, and ensure service standards are met across multi-client environments.

This hybrid, customer-facing role requires ITIL expertise, strong communication, and the ability to guide technical teams.

Competenze

• Customer-facing IT helpdesk or service desk experience.
• Strong ITIL service-management knowledge and practices.
• Excellent written and spoken English with international clients.
• Ability to guide technical teams and ensure follow-up actions.
• Solid IT knowledge across endpoints, identity/access, networking and support workflows.
• Strong organisation, problem-solving and reporting skills.
• Documentation, change control and confidentiality discipline.

Mansioni

• Lead daily stand-ups and review workloads across helpdesk, infrastructure, network and security operations.
• Ensure incidents and requests are prioritised, progressed and closed within SLAs.
• Apply incident, request, problem, change and escalation processes with proper runbooks.
• Handle customer queries and escalations, communicating status and next steps.
• Coordinate client onboarding, offboarding and service transitions before go-live.
• Track Microsoft 365, Entra ID, endpoints, network and cloud tasks, including health checks and backups.
• Coordinate specialist teams and partners, maintaining ownership and follow-through.
• Ensure security alerts are triaged, investigated and documented; coordinate security actions.
• During major incidents, coordinate actions and communications under the incident commander.
• Maintain tickets, runbooks, knowledge base, and shift handovers with confidentiality.

Conoscenze

Customer-facing experience

ITIL service-management

English communication

Lead operational discussions

IT knowledge: endpoints, identity, and

Documentation & change control

Shift planning & incident coordination

Strumenti

HaloPSA

Power BI

Microsoft 365

Entra ID

Descrizione del lavoro

Sourcefit is seeking an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. You will run daily stand-ups, track incidents and escalations, keep customers informed, and ensure service standards are met across multi-client environments.

This hybrid, customer-facing role requires ITIL expertise, strong communication, and the ability to guide technical teams.