Incident & Service Delivery Lead

Latte Search; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Latte Search in Makati, Philippines, is seeking an IT Service Operations professional to lead incident management and service delivery activities. You will coordinate across technical teams and stakeholders to ensure reliable IT services and timely resolutions.

As you progress, you can move toward supervisory or specialist roles such as Service Lead or Incident Analyst, with growth into IT Operations management as you gain experience. Strong communication and ITIL familiarity are essential.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 3+ years of experience in IT service operations, incident management, or service delivery.
• Familiarity with ITIL areas (Incident, Problem, Change, Service Delivery).
• Strong understanding of web service infrastructure, monitoring, and support processes.
• Excellent communication, stakeholder management, and crisis-handling skills.

Responsibilities

• Lead the response to incidents and outages, coordinating across technical and support teams.
• Act as SPOC for incident escalation and maintain clear stakeholder updates.
• Drive post-incident reviews and root cause analysis (RCA).
• Maintain incident records, reports, and lessons learned for continuous improvement.
• Own and govern the service delivery framework (SLA, KPI, OLA).
• Conduct regular service reviews with clients and stakeholders.

Skills

IT service ops

Incident management

Stakeholder management

Crisis handling

ITIL familiarity

Education

Bachelor’s degree in IT

Job description

Latte Search in Makati, Philippines, is seeking an IT Service Operations professional to lead incident management and service delivery activities. You will coordinate across technical teams and stakeholders to ensure reliable IT services and timely resolutions.

As you progress, you can move toward supervisory or specialist roles such as Service Lead or Incident Analyst, with growth into IT Operations management as you gain experience. Strong communication and ITIL familiarity are essential.