Service Delivery Specialist

NYGC Services INC; Metro Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

NYGC Services INC is hiring a Service Delivery Specialist to manage IT Infrastructure operations and service delivery under a shared services model. The role emphasizes SLA/KPI management, governance, and stakeholder satisfaction in a hybrid setup.

The successful candidate will oversee service catalogs, SOWs, and incident management, while driving continuous service improvement and operational reporting across customer environments.

Qualifications

• Experience in IT service delivery and infrastructure operations.
• Strong knowledge of ITIL processes, service governance and customer relationship management.
• Ability to manage SLAs, KPIs and stakeholder expectations.

Responsibilities

• Manage stakeholder expectations and ensure committed services are delivered under the shared service model.
• Monitor and maintain IT Infrastructure service delivery aligned with IT Security standards and best practices.
• Manage and maintain Infrastructure Service Catalogs and Service Level Agreements (SLAs).
• Ensure compliance with the shared service operating model to improve operational efficiency and service availability.
• Monitor Statements of Work (SOWs) and coordinate service delivery based on customer requirements.
• Collaborate with Infrastructure, Network, Security, and other technical service teams to ensure seamless service delivery.
• Drive continuous service improvement initiatives across managed customer environments.
• Prepare regular operational reports, performance dashboards, and service quality updates.
• Ensure proper documentation of service agreements, operational procedures, and handover activities.
• Escalate critical service issues and provide timely reports to Infrastructure leadership.
• Evaluate operational performance using service metrics and recommend improvement plans.
• Identify customer requirements and contribute to new value-added service initiatives.
• Develop capability-building and skill development plans for service line resources.

Skills

IT Infrastructure Operations

Service Delivery Management

ITIL Processes & Best Practices

Stakeholder Management

SLA & KPI Management

Service Governance

Infrastructure Service Operations

Customer Relationship Management

Incident & Escalation Management

Operational Reporting

Documentation & Process Management

Continuous Service Improvement

Job description

We are hiring for

Role: Service Delivery Specialist

Location:** Alabang, Muntinlupa

Hiring Mode: Contract (6 months Extendable)

Work Setup:** Hybrid (3 Days RTO)

Shift:** Mid Shift (1:00 PM – 10:00 PM)

Job De ion:

We are looking for an experienced Service Delivery Specialist to manage service delivery across IT Infrastructure operations while ensuring high-quality support, SLA compliance, stakeholder satisfaction, and continuous service improvement. The ideal candidate should have strong experience in IT Service Delivery, Infrastructure Operations, ITIL processes, service governance, and customer relationship management.

Key Responsibilities

• Manage stakeholder expectations and ensure committed services are delivered under the shared service model.
• Monitor and maintain IT Infrastructure service delivery aligned with IT Security standards and best practices.
• Manage and maintain Infrastructure Service Catalogs and Service Level Agreements (SLAs).
• Ensure compliance with the shared service operating model to improve operational efficiency and service availability.
• Monitor Statements of Work (SOWs) and coordinate service delivery based on customer requirements.
• Collaborate with Infrastructure, Network, Security, and other technical service teams to ensure seamless service delivery.
• Drive continuous service improvement initiatives across managed customer environments.
• Prepare regular operational reports, performance dashboards, and service quality updates.
• Ensure proper documentation of service agreements, operational procedures, and handover activities.
• Escalate critical service issues and provide timely reports to Infrastructure leadership.
• Evaluate operational performance using service metrics and recommend improvement plans.
• Identify customer requirements and contribute to new value-added service initiatives.
• Develop capability-building and skill development plans for service line resources.

Required Skills

• IT Infrastructure Operations
• Service Delivery Management
• ITIL Processes & Best Practices
• Stakeholder Management
• SLA & KPI Management
• Service Governance
• Infrastructure Service Operations
• Customer Relationship Management
• Incident & Escalation Management
• Operational Reporting
• Documentation & Process Management
• Continuous Service Improvement

Preferred Skills

• Infrastructure Operations
• IT Security Governance
• Team Leadership
• Vendor Coordination
• Process Improvement
• Service Transition
• Project Coordination

Thanks,

Aswini Rajesh