Service Delivery Specialist

WeSupport Incorporated; Muntinlupa; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

WeSupport Incorporated is seeking a seasoned Service Delivery Specialist to lead infrastructure services delivery within the Tech Services and IT Security teams. You will oversee implementation, catalog management, SLAs and KPIs, ensuring alignment with customer needs and group standards.

The role requires coordinating multi-site delivery across global locations, driving continuous improvement, and leading cross-functional teams to achieve high-quality service outcomes. Travel may be required.

Qualifications

• 10+ years in Infrastructure delivery or IT services delivery.
• Strong knowledge of ITIL and IT service management practices.
• Experience coordinating teams across large, distributed environments.
• Excellent verbal and written English communication.

Responsibilities

• Manage and control stakeholder expectations within the region and shared service model.
• Monitor and control the implementation and framework of best-in-breed standards.
• Ensure adherence to the shared model to improve efficiency and extend support
• Monitor and control statements of work with shared service customers.
• Coordinate across Tech Services with team leaders for service delivery quality.
• Drive continuous improvements for managed customers across services.
• Regular reporting and daily monitoring of activity, quality and performance.
• Maintain documentation on agreements and hand-over activities.
• Analyze operational performance and propose action plans for improvement.

Skills

Infrastructure delivery

IT service management

ITIL knowledge

Stakeholder management

Team leadership

English communication

Travel readiness

Job description

About the role

As a member of the Tech Services and IT Security, the Service Delivery Specialist will report to the Service Delivery Manager and will perform the role overseeing implementation and the follow-up of a framework to deliver Infrastructure services that meet the customer's needs and the standards of the Group. This person will lead the implementation of catalog of services, SLAs, standardization of the services, management of processes and associated methodology (ITIL and implementation of CMMI), definition and implementation of KPIs, and strongly contribute to organize the department in a shared model. This person must have good knowledge in Infrastructure solutions, with a strong experience in delivering services, and must be able to lead, operate and continuously improve the environments distributed across 600+ remote locations throughout EUROPE, Asia, US, Latam and Canada.

Key responsibilities

• Manage and control the expectations of the stakeholders within the region and/or shift managed as it adhere to the committed services under the shared service model and its processes
• Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security including Catalog of services, SLAs, Processes within ESSPI and in relation with Customers' organisations
• Ensure adherence to the shared model to improve efficiency and enlarge the period of support on 24h
• Monitor and Control the statement of work with shared service customers based on current services actual or requirement
• Coordination across all the Tech Services service line leveraging the team leaders and services line coordinator for the service delivery to ensure the delivery and quality of the services
• Consistent communication, monitoring and driving of the continuous improvements for the managed Customers across all the services provided
• Regular reporting and daily monitoring on activity, quality and performance
• Ensure appropriate documentation on agreements and/or hand-over activities
• Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans
• Build capability plan and skill up plan for individual resources within the service line directly managed and/or contribute in building one for the other service line as necessary

About you

• At least 10 years experience in Infrastructure delivery or IT services delivery
• At least 5 years experience in Services Delivery management
• Breadth of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security
• Depth of experience on at least one of the areas in Infrastructure solution
• Experienced in managing or coordinating teams in a complex organization
• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)
• Solid experience in ITIL processes management (ITIL certified minimum)
• Solid experience in Services Management
• Excellent communication skills, verbal and written. English speaking mandatory
• Willing to do some traveling