Head of Service Delivery & Operations Excellence

Octal Philippines Inc.

Quezon City

On-site

PHP 2,500,000 - 4,000,000

Full time

12 days ago

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Job summary

Octal Philippines Inc. is seeking a Service Delivery Operations Head to lead end-to-end service delivery across Service Desk, Field Support Services, and Account Service Management.

The role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement in service delivery performance. The ideal candidate will drive governance, manage escalations, lead cross-functional teams, and partner with clients to align operations with business objectives, while

Qualifications

Experience leading service delivery across Service Desk, Field Support Services, and ASM.
Strong track record in meeting and exceeding SLAs and KPIs.
Proven leadership and coaching capabilities for multi-site teams.
Ability to analyze operational metrics and drive improvements.
Excellent stakeholder and client relationship management.

Responsibilities

Oversee daily operations of Service Desk, FSS, and ASM teams.
Ensure compliance with client SLAs, KPIs, and contractual obligations.
Monitor ticket aging, dispatch efficiency, escalations, and productivity.
Drive operational stability and timely resolution of incidents and requests.
Coordinate between operational units and support teams.
Act as primary escalation point for critical concerns.

Skills

Operations Management

SLA/KPI Management

People Leadership

Client Escalations

Continuous Improvement

Job description

Octal Philippines Inc. is seeking a Service Delivery Operations Head to lead end-to-end service delivery across Service Desk, Field Support Services, and Account Service Management.

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