IT Manager | Manila

Ubiquity; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ubiquity seeks a Service Delivery Lead to oversee customer-facing operations and ensure end-to-end service delivery. The role combines administrative and technical responsibilities, requiring strong stakeholder management and a passion for delivering efficient, client-focused solutions.

The position involves leading end-user support, site services, and VIP functions, driving improvements, and ensuring compliance with global processes while maintaining cost-effective delivery.

Qualifications

• 7+ years of relevant experience in similar roles.
• 5+ years of experience leading both physical and virtual teams in a large-scale environment.
• Exceptional customer-facing skills.
• In-depth knowledge of escalation procedures, incident management, and ITIL principles.
• Expertise in people management and leadership.
• Strong organizational skills and ability to prioritize tasks.
• Capacity to train and guide junior team members.
• Solid resource planning and problem-solving skills.

Responsibilities

• Monitor and manage end-user support, site services, and VIP support functions.
• Maintain high performance of service-related processes and implement improvements.
• Own critical incidents, coordinate with resolution parties and communicate post-incident reviews.
• Ensure Global systems and methodologies are in place to support service delivery.
• Take accountability for service delivery performance and meeting customer expectations.
• Drive future demand and service delivery upgrades.
• Recommend improvements and ensure actions are implemented on time.
• Provide accurate reports on service delivery performance to management.
• Lead personnel management including recruitment, performance assessments, training and mentoring.
• Build strong relationships with teams and stakeholders for effective dialogue.

Skills

Customer-facing skills

ITIL knowledge

People management

Leadership

Incident management

Escalation procedures

Organizational skills

Staff training

Mentoring

Resource planning

Problem solving

Job description

TheService Delivery Leadis entirely customer-facing. Overseeing a range of functions to

facilitate the delivery of superior services to the end-users to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost efficient manner. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The role requires both administrative and technical hats and is passionate about delivering end-to-end customer-driven solutions.

Job Responsibilities:

• Monitoring and managing end-user support, site services, and VIP support functions to ensureoptimal service

• Maintaining high performance levels for service-related processes, and implementingimprovement activities wherever necessary

• Taking ownership of critical incidents, coordinating with resolution parties, and establishingeffective communication between stakeholders for post-incident reviews

• Ensuring that established Global systems, procedures, and methodologies are implementedto support outstanding service delivery

• Taking accountability for service delivery performance, meeting customer expectations, and

• driving future demand

• Recommending methods of improvement and seeing that actions are implemented on time forservice delivery upgrades

• Providing accurate and regular reports to the management on performance of the servicedelivery

• Leading personnel management, including staff recruitment, performance assessment,training, and mentoring

• Building strong relationships with teams and stakeholders to enable effective dialogueexchange between departments

• Supervising End User management teams to facilitate continual improvements in the desktopenvironment

• Enabling high-level performance benchmarks with the end user environment and siteservices.

Job Qualifications:

• 7+ years of relevant functional experience in similar roles

• 5+ years of experience and proficiency in leading both physical and virtual teams in a diverse,large-scale environment

• Exceptional customer-facing skills

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery, with a good understanding of ITIL (Information TechnologyInfrastructure Library) principles

• Expertise in people management and leadership

• Strong organizational skills and an ability to manage and prioritize tasks efficiently

• Capacity to train and guide junior team members

• Solid resource planning and problem-solving skills