Service Delivery Lead (In-Office) | Growth & Impact

Microgenesis Business Systems; Mandaluyong; On-site; PHP 800,000 - 1,400,000; Full time

Benefits offered by this job

Company Christmas gift

Company events

Health insurance

Life insurance

Paid training

Promotion to permanent employee

Job summary

Microgenesis Business Systems in Mandaluyong, Metro Manila, Philippines, seeks a Service Delivery Lead to maintain strong client relationships and drive best-practice IT support. You will lead the delivery team, manage budgets, and coordinate with sales and vendors to ensure timely, cost-effective service delivery.

The role emphasizes SLA management, forecasting, risk mitigation, and continuous service improvement within a dynamic client-focused environment.

Qualifications

• Experience leading service delivery and support teams.
• Solid understanding of ITIL and service management principles.
• Ability to plan, forecast, and manage budgets.

Responsibilities

• Maintain strong relationships with Microgenesis Clients.
• Implement best practices in help desk and IT support.
• Conduct weekly customer meetings to discuss SLA targets and improvements.
• Collaborate with the Service team for forecasting and capacity planning.
• Lead the delivery team and manage conflicts to ensure efficient delivery.
• Manage finances and budgets, seeking cost reductions without harming service.
• Collaborate with Sales/Marketing and run quarterly customer surveys.
• Assess feedback and refine services accordingly.
• Create and update a service catalog; liaise with vendors for timely delivery.

Skills

ITIL

Service management

Project management

Vendor management

Communication

Risk management

Education

Bachelor's degree in IT/Computing

Tools

MS Project

MS Office

Job description

Microgenesis Business Systems in Mandaluyong, Metro Manila, Philippines, seeks a Service Delivery Lead to maintain strong client relationships and drive best-practice IT support. You will lead the delivery team, manage budgets, and coordinate with sales and vendors to ensure timely, cost-effective service delivery.

The role emphasizes SLA management, forecasting, risk mitigation, and continuous service improvement within a dynamic client-focused environment.