ITO Service Delivery Manager I

Stefanini Philippines, Inc.; Pasay; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Stefanini Philippines, Inc. seeks a Service Delivery Leader to act as SPOC for client accounts in the Philippines. You will oversee day-to-day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and BPO services, ensuring service levels are met.

You will provide leadership, coach teams, implement best practices, drive process improvements, and assist with new launches and invoicing. Shift flexibility and travel may be required.

Qualifications

• Bachelor’s degree or four year equivalent preferred.
• 2-3 years in IT or BPO management or 2-3 years in IT or BPO operations.
• In-depth understanding of IT or BPO industry dynamics.
• Critical thinking and problem solving skills.
• High tolerance/evolved ability to lead and manage ambiguous situations.
• Excellent relationship skills.
• Superior verbal, written, facility and presentation skills.
• Collaboration and team leadership abilities.
• Effective time and project management skills.
• ITIL Foundations experience a plus (for ITO Service Delivery).
• Attendance and schedule adherence are requirements of this position.
• Some travel will be required.
• Shift flexibility and schedule adherence are required for the position.

Responsibilities

• Act as Single Point of Contact (SPOC) for client(s).
• Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services
• Provide leadership, direction and coach/mentor team
• Implement, monitor and adhere to Best Practices
• Implement process improvements
• Manage to Scope of Work and Change of Scopes
• Assist with new launches or new business with client(s)
• Assist with invoicing

Skills

Leadership

Coaching

Stakeholder management

ITIL Foundations

Change management

Problem solving

Time management

Education

Bachelor’s degree or four year equivalent

Job description

What will you do?

• Act as Single Point of Contact (SPOC) for client(s)

• Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services

• Provide leadership, direction and coach/mentor team

• Implement, monitor and adhere to Best Practices

• Implement process improvements

• Manage to Scope of Work and Change of Scopes

• Assist with new launches or new business with client(s)

• Assist with invoicing

What do you need to succeed?

• Bachelor’s degree or four year equivalent preferred

• Minimum of 2-3 years" experience working in IT or BPO management role or some combination of 2-3 years in IT or BPO operations

• In-depth understanding of IT or BPO industry dynamics

• Critical thinking and problem solving skills

• High tolerance/evolved ability to lead and manage ambiguous situations

• Excellent relationship skills

• Superior verbal, written, facility and presentation skills

• Collaboration and team leadership abilities

• Effective time and project management skills

• ITIL Foundations experience a plus (for ITO Service Delivery)

• Attendance and schedule adherence are requirements of this position

• Some travel will be required

• May require additional project-specific training

• Shift flexibility and schedule adherence are required for the position