Service Delivery Lead - Ops, Escalations & Growth

Internetwork Expert; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Internetwork Expert is seeking an experienced operations leader to oversee daily Service Desk, FSS, and ASM operations, ensuring SLA compliance and high service quality. You will guide cross-functional teams and maintain strong client relationships to drive outcomes.

You will lead coaching, performance reviews, and governance, coordinating escalation responses and recovery actions to protect service levels. This role emphasizes data-driven improvement and strategic partnership with clients.

Responsibilities

• Oversee daily operations of Service Desk, FSS, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Drive operational stability and ensure timely resolution of incidents and service requests.
• Ensure effective coordination between operational units and support teams.
• Act as the primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure timely and accurate communication with clients during critical incidents.
• Lead recovery actions for SLA risks, operational gaps, and escalations.
• Build and maintain strong professional relationships with clients and key stakeholders.
• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and development initiatives.
• Analyze operational reports, SLA/KPI performance, workforce trends, and productivity metrics.
• Identify process gaps and implement continuous improvement initiatives.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure adherence to internal policies, client requirements, and compliance standards.
• Lead initiatives focused on automation, efficiency, and operational optimization.
• Oversee manpower allocation, scheduling strategies, and operational coverage.
• Ensure optimal utilization of field engineers, service desk agents, and support teams.
• Work closely with Workforce Management and Reporting teams for forecasting and analytics.
• Monitor attendance, productivity, and compliance across all service delivery teams.
• Review and validate operational reports, incident reports, client updates, and dashboards.
• Ensure accurate documentation of escalations, corrective actions, and performance reviews.
• Present operational performance, insights, and recommendations to senior management.
• Support audit requirements and ensure adherence to governance frameworks.

Job description

Internetwork Expert is seeking an experienced operations leader to oversee daily Service Desk, FSS, and ASM operations, ensuring SLA compliance and high service quality. You will guide cross-functional teams and maintain strong client relationships to drive outcomes.

You will lead coaching, performance reviews, and governance, coordinating escalation responses and recovery actions to protect service levels. This role emphasizes data-driven improvement and strategic partnership with clients.