Jr. Service Delivery Manager
Universal Access and Systems Solutions Inc.
Date: 9 hours ago
City: Pasig City
Contract type: Full time
Location:
Pasig City
Job Overview
The Junior Service Delivery Manager (Jr. SDM) supports the Service Delivery Manager in managing IT service delivery, ensuring SLA compliance, coordinating teams, and improving service processes.
Job Description
Service Delivery Support
Apply Now
Pasig City
Job Overview
The Junior Service Delivery Manager (Jr. SDM) supports the Service Delivery Manager in managing IT service delivery, ensuring SLA compliance, coordinating teams, and improving service processes.
Job Description
Service Delivery Support
- Assist the Service Delivery Manager (SDM) in managing the end-to-end delivery of IT services.
- Ensure services meet SLAs and customer expectations.
- Monitor incidents, requests, and service performance, escalating issues as needed.
- Support continuous improvement initiatives in service delivery operations.
- Work with service delivery teams to ensure efficient resource allocation.
- Track and support team performance against key performance metrics.
- Assist in onboarding and training service delivery staff.
- Serve as the backup for the SDM in meetings and escalations when required
- Assist in maintaining client relationships and ensuring customer satisfaction.
- Support the SDM in handling client communications, issue resolution, and escalation management.
- Coordinate with internal teams to ensure smooth service operations.
- Track service performance against SLAs, identifying potential breaches.
- Support incident and problem management processes to ensure timely resolution.
- Prepare service reports and insights for leadership review.
- Assist in identifying process inefficiencies and recommend improvements.
- Support the implementation of service enhancements to improve efficiency and reduce costs.
- Ensure documentation of service processes and compliance with company policies.
- Assist in managing service operations and meeting SLA commitments.
- Monitor service performance and escalate issues as necessary.
- Support client communication and ensure high levels of service satisfaction.
- Help coordinate service delivery teams to ensure smooth operations.
- Analyze service trends and contribute to continuous improvement initiatives.
- Act as a backup to the SDM in meetings and escalations
- Bachelor’s degree in IT, Business, or Engineering
- 3+ years of experience in IT service delivery / support, project management, or management roles.
- Knowledge of ITIL or other service management frameworks
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