Hybrid IT Service Delivery Lead (MSP)

First Focus; Pasig; Hybrid; PHP 700.000 - 1.100.000; Vollzeit

Benefits dieser Stelle

Hybrid work

HMO from day one

10 paid study days per year

Employee referral program

25 paid leave days annually

Office locations Ortigas/Alabang

Zusammenfassung

First Focus in Manila is seeking an experienced Service Delivery Lead to align client expectations, coordinate between clients, technical teams and management, and ensure service issues move toward timely resolution.

You will own multi-client service delivery, manage escalations, monitor performance, report on client experience and drive continuous improvement. This day-shift, hybrid role offers to work from Ortigas or Alabang offices and to grow within a fast‑growing MSP.

Qualifikationen

• Proven experience in Service Delivery Lead/Manager or similar client-facing IT role
• Experience supporting or managing service delivery across multiple business clients (MSP preferred)
• Strong understanding of IT infrastructure, support services and modern workplace technologies
• Experience managing client escalations and coordinating technical teams
• Excellent written and verbal English communication skills

Aufgaben

• Act as a key point of contact for clients during issues or escalations
• Coordinate with technical teams to ensure issues are addressed and resolved
• Monitor service delivery performance and report on client experience
• Oversee adherence to client support agreements and manage service exceptions
• Identify recurring issues and opportunities to improve service delivery
• Communicate updates to stakeholders during major incident management

Jobbeschreibung

First Focus in Manila is seeking an experienced Service Delivery Lead to align client expectations, coordinate between clients, technical teams and management, and ensure service issues move toward timely resolution.

You will own multi-client service delivery, manage escalations, monitor performance, report on client experience and drive continuous improvement. This day-shift, hybrid role offers to work from Ortigas or Alabang offices and to grow within a fast‑growing MSP.