Service Delivery Manager

Manila, Manila, Philippines

Full Time

Custom Development

Manager/Supervisor

As a Service Delivery Manager, you will be responsible for overseeing the delivery of IT services that support our retail operations. You will leverage ITIL best practices to ensure that services are delivered efficiently and effectively, with a focus on change management, service continuity, and continuous improvement.

Responsibilities

ITIL Implementation: Implement and manage ITIL frameworks for service management, ensuring alignment with business objectives.
Service Level Agreements (SLAs): Define, monitor, and report on SLAs to ensure service quality and performance meet business needs.
Incident Management: Oversee the incident management process, ensuring quick resolution and minimal impact on retail operations.
Risk Assessment: Evaluate potential risks associated with changes and develop mitigation strategies.
Stakeholder Communication: Collaborate with stakeholders to communicate change impacts and ensure a smooth transition during implementation.
Continuous Improvement: Identify opportunities for process improvements and service enhancements through analysis and feedback.
Performance Metrics: Establish key performance indicators (KPIs) to measure service delivery effectiveness and report findings to senior management
Training and Support: Provide training and support to retail staff on IT services and tools to enhance their operational efficiency.

Profile

Bachelor’s degree in IT, Business Management, or related field.
Minimum of 8 years in IT service delivery, preferably in a retail environment. Delivery (including Incident, Problem. Change, Service Request, Knowledge, Service Level Management)
Certifications: ITIL Foundation certification (ITIL Practitioner or Expert preferred).
DevOps knowledgeable is added advantage
Technical knowledge in various technology and project management tools.
Have been exposed to multi projects implementation and support.
Motivated, with good interpersonal and editorial skills, you are recognized for your rigor, your analytical capacity and your strength of proposal.
Experience in supporting different business units and stakeholders and countries
Prior working experience in distributed and MNC
Good command over English.
Should have excellent Problem-Solving Skills

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