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Information Technology,
Delivery Service,
Business Information Systems
Job Responsibilities:
Oversight of the IT Service Operation
Ensures that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner
Monitors the effectiveness of ITIL Processes and recommends continuous service improvements
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Client Management acts as the Single Point of Contact (SPOC) for any concerns related to the services in scope
Formulates service improvement plans and seeing that actions are implemented on time for service improvements
Responsible for the overall management and day to day operations of the End User Management engagements
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Developing a deep understanding of projects to gain insights into the scope of service delivery
Building strong relationships with teams and stakeholders to enable effective dialogue exchange
Ensures compliance with the committed SLAs and KPIs
Providing accurate and regular reports to the management on performance of the service delivery
Ensures precise and efficient service delivery by carrying out the responsibility involving monitoring daily and overall progress, managing the project teams and budgets and resolving challenges
Taking accountability for service delivery performance, meeting customer expectations, and driving future demands
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Job Requirements:
Minimum of 3 years working experience as Service Delivery Manager
Certified ITIL V3 Intermediate or ITIL V4 Certified
Mastery of ITIL framework/principles
Bachelor's degree in business, operations, or IT related field
Excellent leadership skills
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
Demonstrated stakeholder engagement skills
Strong business understanding and focus
Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables
Demonstrated conflict management and resolution experience
Exceptionally strong customer service skills and professional attitude
Financial Knowledge involving budgeting, cost management and financial planning
Good understanding of IT systems, infrastructure, and emerging technologies is an advantage
Self-motivated, with strong ability to work both independently and with teams and managers as appropriate
Bachelors/ Degree
Role:Delivery Manager
Industry:Information Technology, Delivery Service, Business Information Systems
Function:IT
Job Type:Permanent Job
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Date Posted: 09/08/2024
Job ID: 77587589
Indra in the Philippines
Indra in the Philippines is one of the leading IT services providers in the Philippines and in Southeast Asia. Indra has been operating in the Philippines since 1995, providing a wide range of services across across highly dynamic markets such as Energy and Industry, Telecommunications, Financial Services, and Public Administration.
Our parent company, Indra Sistemas, S.A. is headquartered in Madrid, Spain. It is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers world-wide. The multinational is a world leader in providing proprietary solutions in the Transportation, Air Traffic and Defense markets. It is the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.
The Philippine office of Indra serves as the Southeast Asian strategic center of the company. We currently manage more than 200 projects, with experience in successful projects in over 15 countries spanning four continents, including Southeast Asian neighbors such as Indonesia, Malaysia, Vietnam, Bangladesh, Thailand. Our business also extend to clients in Spain, the United Kingdom and the United States of America. As a leading IT multinational, our local presence in the Philippines serves as a key strength as it assures our clients that they receive the full range of support throughout the lifecycle of any project engagement.
We are comprised of more than 1,200 top-flight IT professionals who have mostly grown within the organization and come from the leading universities in the country. Our consultants have undergone rigorous screening and training programs in order to maintain our level of excellence in providing the utmost in customer service to our clients.
The Philippine office is also a global competency center for offshore development projects worldwide through the Indra Software Labs in Manila. Together with 20 other high-performance software development centers around the world, the Indra Software Labs is able to provide nearshore-offshore local development and constant R&D to provide innovative solutions and services to Indra’s clients.
