Service Delivery Specialist

GECO Asia Pte. Ltd; Muntinlupa; Hybrid; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Hybrid work setup

Global infrastructure exposure

Career growth opportunities

Job summary

GECO Asia Pte. Ltd. is seeking a Service Delivery Specialist in Alabang, Muntinlupa to oversee delivery of enterprise IT infrastructure services across a global environment.

You will partner with International Infrastructure, Cloud, Network, and Security teams to drive service quality, ITIL practices, and continuous improvement. The role emphasizes strong ITSM leadership, stakeholder management, and the ability to coordinate cross-functional, globally distributed teams while ensuring SLA

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• At least 10 years of experience in IT Infrastructure or IT Service Delivery.
• At least 5 years of experience in Service Delivery Management or a similar leadership role.
• Solid experience with enterprise infrastructure technologies including cloud platforms, data center operations, network infrastructure, IT security, and backup/recovery.
• Strong ITIL background with経験 ITIL processes; certification is highly preferred.
• Experience managing SLAs, KPIs, service governance, and customer relationships.
• Excellent analytical, problem-solving, and stakeholder management skills.
• Experience coordinating cross-functional and globally distributed teams.
• Excellent verbal and written English communication skills.

Responsibilities

• Oversee delivery of IT infrastructure services and ensure SLA adherence.
• Build and maintain relationships with stakeholders and manage service expectations.
• Coordinate with Infrastructure, Cloud, Network, Security, and Operations teams to ensure high-quality delivery.
• Monitor service performance through KPIs and regular reviews.
• Drive continuous service improvement initiatives and process enhancements.
• Support Incident, Problem, Change, and Service Level Management per ITIL.
• Oversee service reporting, escalations, documentation, and governance.
• Coordinate critical incident management and timely issue resolution.
• Develop and maintain service catalogs, procedures, and documentation.
• Collaborate with technical leaders to improve operational processes.
• Support transformation and modernization initiatives across global environments.

Skills

IT Service Delivery

ITIL processes

SLA management

Stakeholder management

Cross-functional leadership

Analytical thinking

English communication

Education

Bachelor's degree in Information Technology/ Computer Science/ Engineering

Tools

Azure

AWS

Google Cloud Platform

ITSM platforms

Disaster Recovery tools

Job description

Role: Service Delivery Specialist

Location: Alabang, Muntinlupa

Job Summary

In this role, you will oversee the delivery of enterprise IT infrastructure services, ensuring service excellence, operational efficiency, and customer satisfaction across a global technology environment. You will work closely with international Infrastructure, Cloud, Network, and Security teams to drive service quality, ITIL best practices, and continuous improvement initiatives.

If you have strong experience in IT Service Management, Infrastructure Operations, and Service Delivery, we'd love to hear from you.

What You'll Do

• Manage the delivery of IT infrastructure services and ensure compliance with agreed Service Level Agreements (SLAs).

• Build and maintain strong relationships with stakeholders while managing service expectations.

• Coordinate with Infrastructure, Cloud, Network, Security, and Operations teams to ensure consistent and high-quality service delivery.

• Monitor service performance through KPIs, operational metrics, and regular service reviews.

• Drive continuous service improvement initiatives and recommend process enhancements.

• Support Incident, Problem, Change, and Service Level Management processes following ITIL best practices.

• Oversee service reporting, escalations, documentation, and operational governance.

• Coordinate critical incident management and ensure timely resolution of service issues.

• Develop and maintain service catalogs, operational procedures, and service documentation.

• Collaborate with technical leaders to improve operational processes and strengthen team capabilities.

• Support infrastructure transformation and modernization initiatives across global environments.

What We're Looking For

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

• At least 10 years of experience in IT Infrastructure or IT Service Delivery.

• At least 5 years of experience in Service Delivery Management or a similar leadership role.

• Strong understanding of enterprise infrastructure technologies, including:

  • Cloud platforms (Azure, AWS, or Google Cloud Platform)

  • Datacenter Operations

  • Network Infrastructure

  • IT Security

  • Backup and Disaster Recovery

• Solid experience implementing and managing ITIL processes (ITIL Certification is highly preferred).

• Experience managing SLAs, operational KPIs, service governance, and customer relationships.

• Strong analytical, problem-solving, and stakeholder management skills.

• Experience coordinating cross-functional and globally distributed teams.

• Excellent verbal and written English communication skills.

Preferred Qualifications

• Experience working in a Shared Services or Global Delivery environment.

• Knowledge of Agile, DevOps, or Continuous Improvement methodologies.

• Experience with CMMI or other process maturity frameworks.

• Project Management experience.

• Exposure to multicultural and global organizations.

• Willingness to travel occasionally as required.

Technical Environment

Experience in one or more of the following is an advantage:

• Microsoft Azure, AWS, or Google Cloud Platform

• On-premises Infrastructure

• Network Technologies (Switching, Routing, Firewalls, VoIP)

• Backup and Storage Solutions

• Disaster Recovery

• Infrastructure Monitoring and Capacity Management

• IT Service Management (ITSM) platforms

• Critical Incident Management

Why Join GECO Philippines?

• Competitive salary and comprehensive benefits

• Opportunity to support enterprise-scale global infrastructure

• Exposure to leading cloud and infrastructure technologies

• Work with multinational teams in a collaborative environment

• Continuous learning, certification, and career growth opportunities

• Hybrid work setup (depending on project requirements)