Service Delivery Lead - MDS & ITSM

Canon Business Service Centre Philippines; Taguig; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

Canon Business Service Centre Philippines in Taguig is seeking a Service Management professional to oversee the delivery of Canon MDS services. You will coordinate incident and problem management, manage service requests, and drive continuous improvements across the CSC team.

The role emphasizes strong client relationships, data accuracy, and regular performance reporting with a focus on meeting SLAs and delivering high customer satisfaction.

Qualifications

• ITIL knowledge required.
• Proven track record in managing services/clients.
• Strong team and people management experience.
• Experience delivering service within contract requirements.

Responsibilities

• Manage all aspects of operational service to the customer, ensuring SLAs are met or exceeded.
• Oversee Incident, Request and Problem management processes.
• Coordinate with Canon departments to ensure data accuracy and seamless processes.
• Assist with monthly customer performance reporting and reporting requirements.
• Raising and monitoring incidents in Canon’s ITSM system and ensure customer satisfaction.
• Lead and motivate the team, conduct regular meetings, and implement development plans.
• Ensure staff availability to handle BAU tasks and manage budgets.

Skills

ITIL knowledge

Team management

Client relationship

Service management

Education

Tertiary education

Job description

Canon Business Service Centre Philippines in Taguig is seeking a Service Management professional to oversee the delivery of Canon MDS services. You will coordinate incident and problem management, manage service requests, and drive continuous improvements across the CSC team.

The role emphasizes strong client relationships, data accuracy, and regular performance reporting with a focus on meeting SLAs and delivering high customer satisfaction.