Senior Service Delivery Lead - ITSM & Improvement

Booth; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Restaurant-style facilities

Job summary

Booth is seeking an experienced Service Delivery professional to own day-to-day service management for assigned customers at locations in BGC, Taguig and Ayala, Makati. You will coordinate ITSM activities, manage escalations, and drive improvement actions while maintaining strong stakeholder relationships.

The role requires knowledge of ITIL practices, dashboards, and commercial awareness, with a focus on preventing incidents, improving service health and coordinating with CXM and internal

Qualifications

• Experience in ITIL-aligned practices including incident, problem, change, request, knowledge and service level management.
• Ability to interpret dashboards and service data to identify trends and risks for action.
• Strong communication with customers and stakeholders across multiple levels.
• Understand commercial aspects: contracted scope, service consumption and revenue leakage.
• Knowledge of cloud, cybersecurity, automation and modern workplace concepts.

Responsibilities

• Own day-to-day service delivery and governance for assigned customers within MSS or complex multi-provider environments.
• Coordinate ITSM activities, manage escalations and ensure timely resolution with clear ownership.
• Produce operational reporting and drive continuous service improvement.
• Lead service reviews and customer communications within defined authority.
• Collaborate with CXM and leaders to manage risks, transition and change activities.
• Identify improvement opportunities and drive automation or self-service initiatives.

Skills

ITIL practices

Dashboard interpretation

Stakeholder communication

Escalation management

Commercial awareness

Cloud knowledge

Automation awareness

Collaboration and teamwork

Job description

Booth is seeking an experienced Service Delivery professional to own day-to-day service management for assigned customers at locations in BGC, Taguig and Ayala, Makati. You will coordinate ITSM activities, manage escalations, and drive improvement actions while maintaining strong stakeholder relationships.

The role requires knowledge of ITIL practices, dashboards, and commercial awareness, with a focus on preventing incidents, improving service health and coordinating with CXM and internal