Service Scheduling Leader | Drive CI & SLA Excellence

Vertiv; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Vertiv in Manila is seeking an experienced Supervisor, Service Support to lead a team of Service Support Coordinators responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and SLAs.

You will optimize resource utilization, drive continuous improvement initiatives, manage escalations, and collaborate with Service Delivery, Field Operations, and customers to ensure timely service delivery and high customer satisfaction.

Qualifications

• Bachelor’s degree in business, operations or related field.
• 5+ years in service coordination or scheduling.
• Experience supervising/leading teams and regional/global operations.

Responsibilities

• Lead Scheduling and Dispatching team to meet SLA targets.
• Oversee resource allocation and workload balancing across regions.
• Escalation point for critical requests and conflicts.
• Monitor KPIs: SLA attainment, dispatch times, utilization, backlog.
• Collaborate with Service Delivery, Field Ops, and customers.

Skills

Service coordination

Scheduling

Workforce planning

Operational excellence

Leadership

Analytical skills

Education

Bachelor's Degree in Business Administration or related field

Tools

Oracle

ServiceMax

Salesforce

SAP

Microsoft Excel

Power BI

Smartsheet

Job description

Vertiv in Manila is seeking an experienced Supervisor, Service Support to lead a team of Service Support Coordinators responsible for scheduling and dispatching field engineers and subcontractors to meet customer commitments and SLAs.

You will optimize resource utilization, drive continuous improvement initiatives, manage escalations, and collaborate with Service Delivery, Field Operations, and customers to ensure timely service delivery and high customer satisfaction.