Service Delivery Lead – ITSM & Client Solutions

Canon Business Service Centre (PHL); Taguig; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Canon Business Service Centre (PHL) in the Philippines seeks a Service Management professional to lead the delivery of Managed Document Services for Canon accounts. The role involves coordinating with Client Services Managers, supporting the Service Desk, and ensuring SLA performance.

You will work from McKinley Hill, Taguig in a hybrid setup after training, focusing on accurate data, reporting, and continuous process improvements.

Qualifications

• Tertiary education required.
• Good knowledge of ITIL methodologies.
• Experience with ITSM and service desks.
• Strong client relationship skills.

Responsibilities

• Coordinate with CSMs to ensure MDS objectives are met.
• Manage service tickets via Canon Service Desk and ITSM tool.
• Meet SLA targets for incidents, requests, and problems.
• Handle standard changes (IMACD) for MDS customers.
• Escalation management and cross-department coordination.
• Prepare monthly performance reporting and analytics.

Skills

ITIL

ITSM

Team management

Customer focus

Service desk

Education

Tertiary education

Tools

ITSM Tool

Job description

Canon Business Service Centre (PHL) in the Philippines seeks a Service Management professional to lead the delivery of Managed Document Services for Canon accounts. The role involves coordinating with Client Services Managers, supporting the Service Desk, and ensuring SLA performance.

You will work from McKinley Hill, Taguig in a hybrid setup after training, focusing on accurate data, reporting, and continuous process improvements.