Service Delivery Specialist - SDS

NYGC Services, Inc.; Muntinlupa; Hybrid; PHP 1,200,000 - 1,500,000; Full time

Job summary

A technology service provider in the Philippines is seeking a Service Delivery Specialist to manage stakeholder expectations and ensure quality service delivery. The ideal candidate has over 10 years of infrastructure delivery experience and a strong customer service orientation. This role requires excellent communication skills and the ability to coordinate effectively within teams. A hybrid work setup is offered, along with a competitive compensation package.

Qualifications

• At least 10 years experience in Infrastructure delivery or IT services delivery.
• At least 5 years experience in Services Delivery management.
• Knowledgeable on Operations KPI.

Responsibilities

• Manage and control expectations of stakeholders.
• Monitor and control the implementation of best practices.
• Consistent communication and reporting on performance.
• Identify new customer needs and propose solutions.

Skills

Infrastructure solutions experience

Team management experience

ITIL process management

Customer service orientation

Excellent communication skills

Job description

Role

Service Delivery Specialist - SDS

Location

Alabang Muntinlupa

Work Setup

Hybrid

Job Description

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 on the following topics but not limited to:
  • Catalog of services to describe the scope of ESSPI Infrastructure SLAs of the corresponding services with the Processes within ESSPI and in relation with Customers’ organizations.
  • 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 & daily monitoring on activity, quality and performance.
• Ensure appropriate documentation on agreements and/or hand-over activities.
• Accurate and timely reporting to the head of Infrastructure department esp. on escalation impacting services and/or performance of the team.
• Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements.
• Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans.
• Participate in the identification of value-creating services.
• Identify new customer needs.
• Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company.
• 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 based on experience and exposure.

Primary Technical abilities

• Breathe 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 mgmt (ITIL certified minimum).
• Solid experience in Services Management.

Secondary Technical abilities

• Project management skills.
• Has worked in an multi-cultural environment.
• Innovative methodologies such as Agile or DevOps.
• CMMI experience.

Behavior abilities

• At least 10yrs experience in Infrastructure delivery or IT services delivery
• At least 5yrs experience in Services Delivery management
• Customer service oriented.
• Leadership & entrepreneurship (owner-mindset).
• Ability to organize, to federate and coordinate.
• Capacity to adapt with flexibility.
• Convincing & influence.
• Rigorous and organised.
• Self-motivated, eager to learn and grow in the I.S. profession.
• Team player must be able to work with people within and outside of the IT department.
• Excellent communication skills, verbal and written. English speaking mandatory.
• Ability to analyze and synthesize situations.
• Ability to Understand the business constraints.
• Willing to do some traveling.
• Dedication.

Technical Environment

• Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2).
• OS/Cloud Maintenance & Monitoring/Utilization/Capacity.
• Back-up and Storage.
• Disaster Recovery.
• Network Layer – Switches, Firewalls, voip.
• Ticket Management and Critical Incident Management.

Note

Interested candidates feel free to share your updated resume to [e-mail].