Service Delivery Lead | SLA & Incident Management

Questronix Corporation 2; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Questronix Corporation 2 in Manila is seeking a Service Delivery Specialist to ensure services meet SLAs and quality standards. The role requires 2 years of IT operations or managed services experience with strong incident, problem, and change management skills. Client relationship experience and ITIL knowledge are preferred.

You will monitor KPIs, coordinate service transitions, and drive continuous improvement across cross-functional teams.

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.
• 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.

Skills

Incident management

Client relationship

Cross-functional leadership

Reporting skills

Education

Bachelor’s degree in IT/Engineering

Job description

Questronix Corporation 2 in Manila is seeking a Service Delivery Specialist to ensure services meet SLAs and quality standards. The role requires 2 years of IT operations or managed services experience with strong incident, problem, and change management skills. Client relationship experience and ITIL knowledge are preferred.

You will monitor KPIs, coordinate service transitions, and drive continuous improvement across cross-functional teams.