Service Delivery Manager

**SERVICE DELIVERY MANAGER****DUTIES AND RESPONSIBILITITES**- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery- Developing a deep understanding of projects to gain insights into the scope of service delivery- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades- Providing accurate and regular reports to the management on performance of the service delivery- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments- Supervising desktop management teams to facilitate continual improvements in the desktop environment- Collaborating with technical design teams to set standards for software, hardware, and security- Develop new strategies to increase profit and maintain quality of service**QUALIFICATIONS AND SKILLSETS**- Proficiency in leading both physical and virtual teams- Experience in dealing with third-party-provided services- Operational ability in a diverse, large-scale environment- Exceptional customer-facing skills- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery- Mastery of ITIL (Information Technology Infrastructure Library) principles- Expertise in people management and leadership- Strong organizational skills- Capacity to train and guide junior team members- Ability to manage and prioritize tasks efficiently- Solid resource planning and problem-solving skills- Readiness to demonstrate a proactive attitude- Excellent verbal and written communication skillsSchedule:- Day shiftAbility to commute/relocate:- Mandaluyong City: Reliably commute or planning to relocate before starting work (required)