Service Delivery Lead
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)