IT Service Delivery Lead — Hybrid (Manila)

First Focus; Muntinlupa; Hybrid; PHP 1.200.000 - 1.800.000; Vollzeit

Benefits dieser Stelle

Hybrid working arrangements

10 paid study days per year

HMO from day one

Free access to Uprise

Day shift and weekends off

25 paid leave days annually

₱20,000 employee referral program

Loyalty bonuses

Zusammenfassung

First Focus in Manila seeks an experienced Service Delivery Lead to connect clients, technical teams and management, ensuring clear expectations and timely resolutions. You will oversee service delivery across multiple clients, coordinate with engineers, manage escalations and drive continuous improvement in IT support delivery.

The role is day shift with hybrid work in Manila, with offices in Ortigas or Alabang.

Qualifikationen

• Experience in managed IT services or MSP environments.
• Strong client relationship management and service delivery oversight.
• Ability to coordinate with technical teams and stakeholders.
• Excellent written and verbal English communication.

Aufgaben

• Own service delivery across multiple clients.
• Act as point of contact for clients and escalations.
• Coordinate with technical teams to address service issues.
• Manage escalations and keep stakeholders informed throughout the process.
• Monitor service performance and identify improvement opportunities.
• Review and report on support service effectiveness.
• Ensure adherence to client SLAs and documentation quality.
• Support major incident management and clear communication.

Kenntnisse

Service Delivery Lead experience

Multi-client management

IT infrastructure knowledge

English communication

Clear technical communication

Problem solving

Service management processes

Calm under pressure

Organisational skills

Collaborative approach

Hybrid work willingness

ConnectWise

Ausbildung

Bachelor’s degree in IT or related field

Tools

ConnectWise

Jobbeschreibung

First Focus in Manila seeks an experienced Service Delivery Lead to connect clients, technical teams and management, ensuring clear expectations and timely resolutions. You will oversee service delivery across multiple clients, coordinate with engineers, manage escalations and drive continuous improvement in IT support delivery.

The role is day shift with hybrid work in Manila, with offices in Ortigas or Alabang.