Hybrid IT Service Delivery & Operations Lead

Sourcefit; Quezon City; Ibrido; PHP 900.000 - 1.300.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work setup

Home-based initially

Weekly office meetings

Descrizione del lavoro

Sourcefit is seeking an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. The role is customer-facing and requires strong ITIL knowledge and excellent communication.

You will work with global teams, manage incidents, and drive service improvements in a hybrid work setup. The position involves coordinating onboarding/offboarding, security processes, and capacity planning, with UK-time scheduling and potential shift

Competenze

• Experience in IT helpdesk, service desk or infrastructure support with customer focus.
• Strong ITIL service-management knowledge including incident, request and change handling.
• Excellent written and spoken English with international clients.
• Ability to guide technical teams and drive actions to completion.
• Solid IT fundamentals across endpoints, identity, networking and security basics.
• Strong organization, prioritization and reporting for service quality.

Mansioni

• Lead daily stand-ups and reviews across helpdesk, infrastructure, network and security.
• Apply ITIL processes for incidents, requests, problems, changes and escalations.
• Explain service status to customers and join client service reviews calmly.
• Coordinate onboarding, offboarding and service transitions before go-live.
• Track tasks across Microsoft 365, Entra ID, endpoints, network and cloud work.
• Coordinate specialist teams and third-party providers with clear ownership.
• Triage security alerts and coordinate containment and remediation actions.
• Coordinate major incidents with incident commander and communications.
• Maintain tickets, runbooks, change records and audit trails.
• Keep SLA/KPI dashboards and drive service improvements.
• Identify bottlenecks and support automation to improve efficiency.
• Assist rota planning, coverage and knowledge sharing as the team grows.

Conoscenze

Customer-facing skills

ITIL service-management

English proficiency

Incident & change management

Cross-functional leadership

Documentation & reporting

Problem solving

Strumenti

HaloPSA

Microsoft 365

Entra ID

PowerShell

Python

Descrizione del lavoro

Sourcefit is seeking an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. The role is customer-facing and requires strong ITIL knowledge and excellent communication.

You will work with global teams, manage incidents, and drive service improvements in a hybrid work setup. The position involves coordinating onboarding/offboarding, security processes, and capacity planning, with UK-time scheduling and potential shift