IT Service Delivery Lead — Operations & Support

Thrive; Quezon City; Sur place; PHP 446 000 - 781 000; Plein temps

Résumé du poste

Thrive in the Philippines is seeking a Service Delivery Supervisor to lead our Support team. You will oversee case assessment, routing escalations, and ensure efficient day-to-day operations while coaching staff toward KPI targets.

The role requires a leadership background, customer service focus, and familiarity with MSP services. You will collaborate with Service Delivery Managers, maintain knowledge bases, and promote a constructive learning environment.

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 1–3 years of managerial experience, call center or managed services preferred
• ITIL certification and practice preferred
• Strong written and verbal communication skills

Responsabilités

• Oversee the Support team in assessing and assigning cases
• Route escalations and manage low-level single touch cases
• Coach and motivate team to achieve KPI targets and learning goals
• Manage scheduling and coverage for shifts across pods
• Maintain documentation and knowledge base articles for client-facing processes
• Collaborate with Service Delivery Managers to ensure Thrive standards are met
• Prepare weekend/shift summaries for leadership and participate in handoffs

Connaissances

Managerial experience

Customer service

Remote resources management

Strong communication

ITIL knowledge

Formation

Bachelor's Degree in Information Technology or related field

ITIL certification

Description du poste

Thrive in the Philippines is seeking a Service Delivery Supervisor to lead our Support team. You will oversee case assessment, routing escalations, and ensure efficient day-to-day operations while coaching staff toward KPI targets.

The role requires a leadership background, customer service focus, and familiarity with MSP services. You will collaborate with Service Delivery Managers, maintain knowledge bases, and promote a constructive learning environment.