Deskripsi Pekerjaan
Onward Worldwide Management & Consultancy is a premier provider of innovative IT solutions and consultancy services, dedicated to driving digital transformation for businesses across the region. We are currently seeking an experienced and highly motivated IT Software Service Delivery Manager to lead our service delivery operations in Makati City. This pivotal role ensures that our IT services are delivered seamlessly, aligning with business goals and exceeding client expectations.
As the IT Software Service Delivery Manager, you will be accountable for the efficiency and effectiveness of service delivery over the entire lifecycle of each incident. From initial identification through analysis, resolution, and post-mortem, you will drive excellence in incident management. You will work closely with development, infrastructure, and support teams to ensure robust service operations, minimize downtime, and maintain high levels of service availability.
Your leadership will be instrumental in implementing ITIL best practices, refining service management processes, and fostering a culture of continuous improvement. You will manage service level agreements (SLAs), monitor key performance indicators (KPIs), and provide strategic recommendations to enhance service quality. Additionally, you will oversee vendor relationships, negotiate contracts, and ensure third-party services align with our quality standards.
This role also involves mentoring and developing a team of IT professionals, promoting skill growth, and ensuring customer satisfaction remains at the core of everything we do. If you are a strategic thinker with a hands-on approach to service delivery, we invite you to join our forward-thinking organization and make a significant impact on our service operations.
Tanggung Jawab
- Manage the entire lifecycle of IT incidents and service requests, ensuring timely resolution and adherence to SLAs.
- Lead and mentor service delivery teams, fostering a culture of accountability and continuous improvement.
- Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs) with internal and external stakeholders.
- Monitor service performance metrics, generate reports, and implement corrective actions as needed.
- Drive ITIL-based service management processes, including incident, problem, change, and service request management.
- Collaborate with software development and infrastructure teams to ensure seamless service integration and delivery.
- Manage vendor and third-party service providers to ensure quality and cost-effective service delivery.
- Identify opportunities for service optimization and implement best practices to enhance service efficiency and customer satisfaction.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT service delivery management, with a focus on software services.
- In-depth knowledge of ITIL framework and proven experience in implementing ITIL processes.
- Strong leadership and team management skills, with the ability to motivate and guide technical teams.
- Excellent communication and interpersonal skills, capable of managing relationships at all levels.
- Demonstrated experience in incident, problem, and change management.
- Relevant certifications such as ITIL Foundation, ITIL Managing Professional, or PMP are preferred.
- Experience with service management tools (e.g., ServiceNow, Jira Service Management) is a plus.