Service Delivery Specialist (Project-Based) - Cebu

VITRO; Cebu City; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

VITRO in the Philippines is seeking a Service Delivery Manager to lead client relations, incident handling, and service improvement initiatives. You will ensure SLAs are met and coordinate with IT teams and vendors to resolve issues.

The role requires ITIL certification, strong communication skills, and a background in IT operations and service management.

Qualifications

• Bachelor’s Degree in Information Technology or any IT-related course.
• At least 6 years of relevant experience in Service Delivery Management, IT Operations, Customer Service, or a related field.
• At least 1 year of supervisory experience or may be considered a specialist with relevant expertise.
• Knowledgeable in Customer Service, Service Level Management, Incident Management, Problem Management, and Change Management.
• Familiarity with Data Center Operations, IT Infrastructure, and IT Service Management (ITSM) practices.
• ITIL 4 Foundation Certification is required.
• Strong communication, stakeholder management, presentation, and reporting skills.
• Proficient in Microsoft Office applications, including PowerPoint, Excel, Word, and SharePoint.
• Certifications in networking, security, data center, or infrastructure technologies are an advantage (e.g., CCNA, CDCP, Cisco CSM, Checkpoint, F5, HPE, IBM).

Responsibilities

• Serve as the primary point of contact between clients, support teams, and partners/vendors.
• Manage customer relationships and provide regular updates on service performance, incidents, and improvement initiatives.
• Ensure compliance with contractual obligations, SLAs, and service quality standards.
• Coordinate with Key Account Managers, vendors, and support teams to address customer concerns and service issues.
• Manage and monitor incidents, ensuring timely resolution and effective stakeholder communication.
• Support problem management activities, including root cause analysis and preventive measures.
• Participate in change management processes by assessing impacts, risks, and implementation requirements.
• Prepare, review, and present customer reports, service advisories, incident reports, and operational performance updates.
• Analyze service and infrastructure performance data and identify opportunities for continuous service improvement.
• Perform other duties and responsibilities as assigned by management.

Skills

Customer service

Service level mgmt

Incident mgmt

Problem mgmt

Change mgmt

Data center ops

IT infrastructure

ITSM practices

Comms

PowerPoint

Excel

Word

SharePoint

Education

Bachelor’s Degree in IT

Tools

CCNA

CDCP

Cisco CSM

Check Point

F5

HPE

IBM

Job description

• Serve as the primary point of contact between clients, support teams, and partners/vendors.
• Manage customer relationships and provide regular updates on service performance, incidents, and improvement initiatives.
• Ensure compliance with contractual obligations, service level agreements (SLAs), and service quality standards.
• Coordinate with Key Account Managers, vendors, and support teams to address customer concerns and service issues.
• Manage and monitor incidents, ensuring timely resolution and effective stakeholder communication.
• Support problem management activities, including root cause analysis and implementation of preventive measures.
• Participate in change management processes by assessing impacts, risks, and implementation requirements.
• Prepare, review, and present customer reports, service advisories, incident reports, and operational performance updates.
• Analyze service and infrastructure performance data and identify opportunities for continuous service improvement.
• Perform other duties and responsibilities as assigned by management.

Job Qualifications:

• Bachelor’s Degree in Information Technology or any IT-related course.
• At least 6 years of relevant experience in Service Delivery Management, IT Operations, Customer Service, or a related field.
• At least 1 year of supervisory experience or may be considered a specialist with relevant expertise.
• Knowledgeable in Customer Service, Service Level Management, Incident Management, Problem Management, and Change Management.
• Familiarity with Data Center Operations, IT Infrastructure, and IT Service Management (ITSM) practices.
• ITIL 4 Foundation Certification is required.
• Strong communication, stakeholder management, presentation, and reporting skills.
• Proficient in Microsoft Office applications, including PowerPoint, Excel, Word, and SharePoint.
• Certifications in networking, security, data center, or infrastructure technologies are an advantage (e.g., CCNA, CDCP, Cisco CSM, Checkpoint, F5, HPE, IBM).