Posted 7 months ago

Service Delivery Lead

Quezon CityOn-siteFull-time

AI Summary

Leads the transition from vendor-managed to in-house service delivery, establishing processes, overseeing ticketing and escalations, and ensuring team readiness and hypercare performance.

About this role

Ensure operational readiness of the new in-house team and maintain uninterrupted service delivery.
Establish internal service support processes (incident, request, change).
Create and validate OLAs with internal IT teams.
Design the internal service model replacing the vendor-managed one.
Oversee ticketing, escalation paths, and service reporting.
Ensure service team readiness prior to cutover.
Monitor early-life support (hypercare) performance and stabilization metrics.
Coordinate daily operations handover from the vendor.

Requirements

Qualifications:

Bachelor’s degree in Information Technology, Management or related field
**Preferred/Advantageous **
- Project Management Certifications
- ITIL Certification
Minimum of at least 3 years of experience as a Service Delivery Lead
Can work full onsite (Cubao)