IT Service Delivery Lead - Incident Response & SLA

Latte Search; Makati; Sur place; PHP 600 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

Training and Development Programs

Unlimited Career advancement

Health Care Plan (HMO) with Dental and

Group Life and Accident Insurance

Sick and Vacation Leave

Bereavement Leave

13th Month Pay

Government Mandated Benefits

Résumé du poste

IT AMERICANO is seeking a Service & Incident Manager to ensure reliable IT/web service delivery and lead incident response. The role balances operational firefighting with service governance, driving incident resolution, SLA compliance, and continuous improvement. Strong coordination with clients and vendors is essential.

The position emphasizes clear stakeholder communication, incident RCA, and ongoing service documentation to support a stable delivery environment for Asia-wide clients.

Qualifications

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

Responsabilités

• Lead the response to major incidents and outages, coordinating across technical and support teams.
• Act as the single point of contact (SPOC) for incident escalation.
• Ensure clear communication and timely updates to stakeholders during incidents.
• 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 management).
• Ensure services are delivered consistently and within agreed performance targets.
• Conduct regular service reviews with clients and/or business stakeholders.
• Work with vendors/partners to ensure out-of-scope areas meet agreed SLAs.
• Develop and maintain service documentation, playbooks, and escalation procedures.

Connaissances

Incident management

SLA management

Stakeholder management

Crisis handling

Strong communication

Formation

Bachelor's degree in IT/CS

Outils

ITIL familiarity

Description du poste

IT AMERICANO is seeking a Service & Incident Manager to ensure reliable IT/web service delivery and lead incident response. The role balances operational firefighting with service governance, driving incident resolution, SLA compliance, and continuous improvement. Strong coordination with clients and vendors is essential.

The position emphasizes clear stakeholder communication, incident RCA, and ongoing service documentation to support a stable delivery environment for Asia-wide clients.