In-House Service Delivery Lead — ITIL & Hypercare

Questronix Corporation; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

A technology services company in Quezon City is seeking a Service Delivery Lead to ensure operational readiness of a new in-house team. The role involves establishing service support processes, designing internal service models, and overseeing operations. Candidates should possess a Bachelor's degree in IT or related fields and have at least 3 years of relevant experience. The position requires full onsite presence in Cubao and may include project management or ITIL certifications as advantageous.

Qualifications

• Bachelor’s degree in Information Technology, Management or related field.
• Minimum of at least 3 years of experience as a Service Delivery Lead.

Responsibilities

• Ensure operational readiness of the new in-house team and maintain uninterrupted service delivery.
• Establish internal service support processes (incident, request, change).
• Create and validate OLAs with internal IT teams.
• Design the internal service model replacing the vendor-managed one.
• Oversee ticketing, escalation paths, and service reporting.
• Ensure service team readiness prior to cutover.
• Monitor early-life support (hypercare) performance and stabilization metrics.
• Coordinate daily operations handover from the vendor.

Job description

A technology services company in Quezon City is seeking a Service Delivery Lead to ensure operational readiness of a new in-house team. The role involves establishing service support processes, designing internal service models, and overseeing operations. Candidates should possess a Bachelor's degree in IT or related fields and have at least 3 years of relevant experience. The position requires full onsite presence in Cubao and may include project management or ITIL certifications as advantageous.