Service Delivery Specialist - Alabang, Metro Manila

Job summary

Manage and control the expectations of stakeholders within the region and/or shift managed as it adhere to the committed services under the shared service model and its processes.

Responsibilities

• Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security on following topics but not limited to:
• 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.

Paglalarawan ng trabaho