Service Delivery Lead: IT Operations & End-User Experience

Ubiquity; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Ubiquity, Philippines, seeks a Service Delivery Lead to oversee end-to-end service delivery, including end-user support, site services, and VIP support. You will own incident management, coordination across teams, and drive ITIL-aligned improvements.

Lead both physical and virtual teams, mentor staff, and provide regular performance reporting to management. This role demands strong organizational skills and the ability to manage multiple priorities in a dynamic environment.

Qualifications

• 7+ years of relevant experience in similar roles.
• 5+ years of experience leading both physical and virtual teams in a large-scale environment.
• In-depth knowledge of escalation procedures, incident management, and ITIL principles.
• Expertise in people management and leadership.
• Strong organizational skills and an ability to manage and prioritize tasks efficiently.
• Capacity to train and guide junior team members.
• Solid resource planning and problem-solving skills.

Responsibilities

• Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on performance of the service delivery.
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• Supervising End User management teams to facilitate continual improvements in the desktop environment.
• Enabling high-level performance benchmarks with the end user environment and site services.

Skills

Leadership

People management

Incident management

ITIL principles

Organization

Training & mentoring

Resource planning

Job description

Ubiquity, Philippines, seeks a Service Delivery Lead to oversee end-to-end service delivery, including end-user support, site services, and VIP support. You will own incident management, coordination across teams, and drive ITIL-aligned improvements.

Lead both physical and virtual teams, mentor staff, and provide regular performance reporting to management. This role demands strong organizational skills and the ability to manage multiple priorities in a dynamic environment.