Service Delivery Specialist

We are hiring for

Role: Service Delivery Specialist

Location:** Alabang, Muntinlupa

Hiring Mode: Contract (6 months Extendable)

Work Setup:** Hybrid (3 Days RTO)

Shift:** Mid Shift (1:00 PM – 10:00 PM)

Job Description:

We are looking for an experienced **Service Delivery Specialist** to manage service delivery across IT Infrastructure operations while ensuring high-quality support, SLA compliance, stakeholder satisfaction, and continuous service improvement. The ideal candidate should have strong experience in **IT Service Delivery, Infrastructure Operations, ITIL processes, service governance, and customer relationship management**.

Key Responsibilities

* Manage stakeholder expectations and ensure committed services are delivered under the shared service model.

* Monitor and maintain IT Infrastructure service delivery aligned with IT Security standards and best practices.

* Manage and maintain Infrastructure Service Catalogs and Service Level Agreements (SLAs).

* Ensure compliance with the shared service operating model to improve operational efficiency and service availability.

* Monitor Statements of Work (SOWs) and coordinate service delivery based on customer requirements.

* Collaborate with Infrastructure, Network, Security, and other technical service teams to ensure seamless service delivery.

* Drive continuous service improvement initiatives across managed customer environments.

* Prepare regular operational reports, performance dashboards, and service quality updates.

* Ensure proper documentation of service agreements, operational procedures, and handover activities.

* Escalate critical service issues and provide timely reports to Infrastructure leadership.

* Evaluate operational performance using service metrics and recommend improvement plans.

* Identify customer requirements and contribute to new value-added service initiatives.

* Develop capability-building and skill development plans for service line resources.

Required Skills

* IT Infrastructure Operations

* Service Delivery Management

* ITIL Processes & Best Practices

* Stakeholder Management

* SLA & KPI Management

* Service Governance

* Infrastructure Service Operations

* Customer Relationship Management

* Incident & Escalation Management

* Operational Reporting

* Documentation & Process Management

* Continuous Service Improvement 

Preferred Skills

* Infrastructure Operations

* IT Security Governance

* Team Leadership

* Vendor Coordination

* Process Improvement

* Service Transition

* Project Coordination

Thanks,

Aswini Rajesh