Supervisor, Service Delivery - IT Operations

Thrive; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Thrive in the Philippines is seeking a Service Delivery Supervisor to lead our Support team. You will oversee case assessment, routing escalations, and ensure efficient day-to-day operations while coaching staff toward KPI targets.

The role requires a leadership background, customer service focus, and familiarity with MSP services. You will collaborate with Service Delivery Managers, maintain knowledge bases, and promote a constructive learning environment.

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 1–3 years of managerial experience, call center or managed services preferred
• ITIL certification and practice preferred
• Strong written and verbal communication skills

Responsibilities

• Oversee the Support team in assessing and assigning cases
• Route escalations and manage low-level single touch cases
• Coach and motivate team to achieve KPI targets and learning goals
• Manage scheduling and coverage for shifts across pods
• Maintain documentation and knowledge base articles for client-facing processes
• Collaborate with Service Delivery Managers to ensure Thrive standards are met
• Prepare weekend/shift summaries for leadership and participate in handoffs

Skills

Managerial experience

Customer service

Remote resources management

Strong communication

ITIL knowledge

Education

Bachelor's Degree in Information Technology or related field

ITIL certification

Job description

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Position Overview

As a Service Delivery Supervisor, the ideal candidate will be responsible for overseeing our Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our Support team members.

Primary Responsibilities

• Ensure team is working toward departmental goals in the most efficient and effective manner including:
• Dashboard Management for all PODs
• Assist with scheduling coverage
• Join all day huddle with PODs
• Train on specific clients and groups of engineers focused on various industries
• Triage cases
• Guide team members on Pager Duty usage
• Contribute to POD Manager Escalation numbers
• Participate in handoff meetings with each shift
• Manage POD Teams Channel's for interdepartmental communications and escalations
• Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards
• Provide a weekend Summary email to leadership
• Work with team to create knowledge base articles for working with clients and handling various situations
• Contribute regular competency reviews for all team members
• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
• Continually follow best practices through the entire training and technical support process
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Available to work outside of standard hours when necessary or as part of on call rotation if applicable
• Other duties as required

Requirements

Qualifications

• Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 1-3 years of managerial experience; call center or managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive's service catalog
• Experience managing complex projects, clients, partners, and organizations
• ITIL certification and practice preferred
• Proven experience managing remote resources
• Strong written and verbal communication skills