IT Service Delivery Lead - End-User Experience Champion

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

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.