Service Delivery Lead

AI overview

Lead the operational readiness of an in-house team while establishing robust internal service support processes and overseeing service delivery metrics and reporting.

Responsibilities:

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)