IT Service Delivery & Operations Lead — Hybrid

Sourcefit Philippines, Inc.; Quezon City; Hybrid; PHP 1,339,000 - 2,232,000; Full time

Job summary

Sourcefit Philippines, Inc. seeks an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. You will lead stand-ups, track incidents and escalations, and ensure service levels are met for international clients.

The role is hybrid with initial work-from-home setup and periodic office meetings, and may require shift coverage in a 24/7 operation. Strong ITIL knowledge and excellent communication are essential.

Qualifications

• Practical customer-facing experience in an IT helpdesk, service desk, technical-support (including BPO support) or infrastructure-support environment.
• Strong understanding of ITIL service-management practices, including incident, request, problem, change, SLA and escalation management.
• Excellent written and spoken English, customer empathy and confidence handling challenging customer situations with international clients.
• Ability to guide technical teams, lead focused operational discussions and follow up actions through to completion.
• Sound IT knowledge across users, endpoints, identity/access, networking and support workflows, with enough basic security understanding to recognise issues and involve specialists.
• Strong organisation, prioritisation and problem-solving skills, with accurate reporting and attention to service quality.
• Discipline in documentation, change control, confidentiality and escalation, together with a willingness to learn new services and tools.

Responsibilities

• Lead daily stand-ups, workload and ageing-ticket reviews across helpdesk, infrastructure, network and security operations, ensuring incidents and requests are prioritised, assigned, progressed and closed within agreed SLAs.
• Apply incident, request, problem, change and escalation processes, including testing, rollback plans, documentation and timely escalation to service leadership.
• Handle customer queries, complaints and operational escalations calmly, explain service status and next steps, and join client service reviews.
• Coordinate client onboarding, offboarding and service transitions, including user/device provisioning, access, runbooks, monitoring, support routes and escalation paths before go-live.
• Track Microsoft 365, Entra ID, Windows/macOS, endpoint, network, secure remote access and cloud tasks, including patching, health checks, backups, monitoring, asset records and remediation.
• Coordinate specialist teams, third-party service providers and technology partners, maintaining clear ownership and follow-through across service streams.
• Ensure security alerts are triaged, investigated, escalated and documented; coordinate phishing, identity, endpoint containment, vulnerability and security hygiene actions using runbooks and specialist support.
• During major incidents, coordinate actions, timelines, communications and handovers while the technical incident commander leads the technical response.
• Maintain accurate tickets, knowledge articles, runbooks, change records, audit trails and shift handovers, protecting confidentiality and service quality.
• Maintain SLA and KPI dashboards covering response/resolution, backlog, recurring incidents, rework, client satisfaction, productivity, capacity and security hygiene; use findings to drive service improvements.
• Identify false positives, control gaps, bottlenecks and manual work; collaborate with engineering on SOAR, endpoint, onboarding and reporting automation, using approved scripts and AI responsibly.
• Support rota, workload, leave and shift coverage planning with the Service Delivery Manager, balancing service quality, utilisation and cost.
• Support colleague onboarding, coaching, knowledge sharing and service-quality improvements as the operation and team grow.
• Provide accurate operational information and practical input for new customer transitions, capacity needs, service reviews and ongoing improvements.

Skills

ITIL Mgmt

Helpdesk lead

Customer-facing

Incident mgmt

Microsoft 365

Security coord

Shift planning

Documentation

Vendor coord

Onboarding/offboarding

English fluency

Job description

Sourcefit Philippines, Inc. seeks an IT Service Delivery & Operations Lead to coordinate day-to-day IT helpdesk, infrastructure, network and security operations. You will lead stand-ups, track incidents and escalations, and ensure service levels are met for international clients.

The role is hybrid with initial work-from-home setup and periodic office meetings, and may require shift coverage in a 24/7 operation. Strong ITIL knowledge and excellent communication are essential.