Service Delivery Lead: SLA Excellence & Incident Mgmt

Questronix Corporation; Pasig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Questronix Corporation in the Philippines seeks a dedicated Service Delivery Lead to serve as the primary contact for service delivery matters and ensure services are delivered in accordance with SLAs and quality standards.

You will monitor KPIs, manage escalations, lead incident management and post-incident reviews, coordinate transitions, and provide regular performance reports to clients and senior management, guiding cross-functional teams toward operational targets.

Qualifications

• Bachelor’s degree in IT, Engineering, or related field.
• 2 years of experience in service delivery, IT operations, or managed services
• Proven experience managing client relationships in SLA driven environments
• Strong knowledge of incident, problem, and change management processes
• Experience leading cross functional technical teams
• Strong reporting and documentation skills
• Experience with Agile/Scrum Methodology
• ITIL certification (preferred)

Responsibilities

• Serve as the primary point of contact for service delivery matters
• Ensure services are delivered in accordance with SLAs and quality standards
• Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
• Manage escalations and ensure timely issue resolution
• Lead incident management and post-incident reviews (RCA)
• Coordinate service transitions, upgrades, and changes
• Provide regular service performance reports to clients and senior management
• Lead and support service delivery teams to meet operational targets
• Drive continuous service improvement initiatives

Education

Bachelor’s degree in IT, Engineering, or related field

Tools

ITIL knowledge

Job description

Questronix Corporation in the Philippines seeks a dedicated Service Delivery Lead to serve as the primary contact for service delivery matters and ensure services are delivered in accordance with SLAs and quality standards.

You will monitor KPIs, manage escalations, lead incident management and post-incident reviews, coordinate transitions, and provide regular performance reports to clients and senior management, guiding cross-functional teams toward operational targets.