IT Service Delivery Lead — MDS & ITSM

Canon Business Process Services Philippines Inc.; Pateros; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Flexible working arrangements

Equal opportunity employer

Job summary

Canon Business Services Centre Philippines Inc. is seeking a Service Management professional to oversee Managed Document Services (MDS) accounts. The role focuses on incident, problem and change management, delivering contractual SLAs, and coordinating cross-functional teams.

The candidate will drive monthly performance reporting, client communications, and account planning while ensuring service excellence and data accuracy across Canon’s ITSM tools.

Qualifications

• Tertiary education required.
• Understanding of ITIL methodology.
• Experience in ITSM.
• Proven track record in managing services/clients.
• Strong team and people management experience.
• Experience delivering services within contract requirements.

Responsibilities

• Lead Service Management for nominated Managed Document Services accounts.
• Collaborate with Client Services Managers to meet SLAs and deliverables.
• Oversee incident, problem and change management processes.
• Coordinate with Canon departments to ensure accurate data and seamless processes.
• Prepare monthly performance reporting and dashboards for clients.
• Manage customer escalations and drive continuous service improvements.
• Develop and maintain customer relationships and account plans.
• Lead and coach team members to meet contractual objectives.

Skills

ITIL methodology

ITSM

Client relationship

Team leadership

Contract delivery

Education

Tertiary education

Job description

Canon Business Services Centre Philippines Inc. is seeking a Service Management professional to oversee Managed Document Services (MDS) accounts. The role focuses on incident, problem and change management, delivering contractual SLAs, and coordinating cross-functional teams.

The candidate will drive monthly performance reporting, client communications, and account planning while ensuring service excellence and data accuracy across Canon’s ITSM tools.