IT Service Delivery Analyst (Project-Based)

VITRO, Inc.; Cebu City; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

VITRO, Inc. in Cebu City, Philippines, seeks an experienced Service Delivery Manager to act as the primary liaison between clients, support teams, and vendors.

You will oversee service performance, incidents, and improvement initiatives while ensuring compliance with SLAs. The role requires a IT/related degree, 6+ years in service delivery or IT operations, supervisory experience, and ITIL 4 Foundation certification; strong communication and stakeholder management are essential, with proficiency

Qualifications

• Bachelor’s degree in IT or related field.
• Minimum 6 years in service delivery or IT operations.
• At least 1 year of supervisory experience.
• Knowledge of customer service, service level management, incident management, problem management, and change management.
• Familiarity with data center operations, IT infrastructure, and ITSM practices.
• ITIL 4 Foundation Certification required.
• Strong communication and stakeholder management skills.
• Proficient in Microsoft Office including PowerPoint, Excel, Word, and SharePoint.
• Certifications in networking or security are a plus.

Responsibilities

• Serve as the primary contact between clients, support teams, and partners/vendors.
• Manage customer relationships and provide updates on service performance and incidents.
• Ensure compliance with contractual obligations, SLAs, and service quality standards.
• Coordinate with Key Account Managers, vendors, and support teams to address customer concerns and service issues.
• Manage and monitor incidents, ensuring timely resolution and effective stakeholder communication.
• Support problem management activities, including root cause analysis and preventive measures.
• Participate in change management processes by assessing impacts, risks, and implementation requirements.
• Prepare, review, and present customer reports, service advisories, incident reports, and operational performance updates.
• Analyze service and infrastructure performance data and identify opportunities for continuous service improvement.
• Perform other duties and responsibilities as assigned by management.

Skills

Customer service

Service level mgmt

Incident management

Problem management

Change management

ITSM practices

Stakeholder management

Communication skills

Education

Bachelor’s Degree in Information Technology

ITIL 4 Foundation Certification

Tools

Microsoft Office Suite

Job description

Job Description:

• Serve as the primary point of contact between clients, support teams, and partners/vendors.

• Manage customer relationships and provide regular updates on service performance, incidents, and improvement initiatives.

• Ensure compliance with contractual obligations, service level agreements (SLAs), and service quality standards.

• Coordinate with Key Account Managers, vendors, and support teams to address customer concerns and service issues.

• Manage and monitor incidents, ensuring timely resolution and effective stakeholder communication.

• Support problem management activities, including root cause analysis and implementation of preventive measures.

• Participate in change management processes by assessing impacts, risks, and implementation requirements.

• Prepare, review, and present customer reports, service advisories, incident reports, and operational performance updates.

• Analyze service and infrastructure performance data and identify opportunities for continuous service improvement.

• Perform other duties and responsibilities as assigned by management.

Job Qualifications:

• Bachelor’s Degree in Information Technology or any IT-related course.

• At least 6 years of relevant experience in Service Delivery Management, IT Operations, Customer Service, or a related field.

• At least 1 year of supervisory experience or may be considered a specialist with relevant expertise.

• Knowledgeable in Customer Service, Service Level Management, Incident Management, Problem Management, and Change Management.

• Familiarity with Data Center Operations, IT Infrastructure, and IT Service Management (ITSM) practices.

• ITIL 4 Foundation Certification is required.

• Strong communication, stakeholder management, presentation, and reporting skills.

• Proficient in Microsoft Office applications, including PowerPoint, Excel, Word, and SharePoint.

• Certifications in networking, security, data center, or infrastructure technologies are an advantage (e.g., CCNA, CDCP, Cisco CSM, Checkpoint, F5, HPE, IBM).