Service Delivery Specialist (Infrastructure & IT Services)
Salary: ₱65,000 – ₱85,000 per month
About the role
The Service Delivery Specialist will be responsible for overseeing the delivery, governance, standardization, and continuous improvement of Infrastructure Services across the organization. This role will ensure services meet customer expectations, comply with operational standards, and align with established Service Level Agreements (SLAs).
About you
At least 10 years of experience in Infrastructure Delivery or IT Services Delivery
At least 5 years of experience in Service Delivery Management
ITIL Certification (minimum requirement)
Strong breadth of experience across Datacenters, Cloud Infrastructure, Network Infrastructure, and Information Security
Deep expertise in at least one infrastructure domain
Experience managing or coordinating teams within complex organizations
Strong knowledge of Operational KPIs and Infrastructure KPIs, including Ticket Management, Backup Completeness, Recovery RTO/RPO, and Infrastructure Utilization
Solid experience in ITIL Process Management
Solid background in Service Management
Experience working with Public and Private Cloud environments, Azure, AWS, GCP (at least two platforms), Backup and Storage solutions, Disaster Recovery, Network Technologies (Switches, Firewalls, VOIP), Ticket Management Systems, and Critical Incident Management
Manage stakeholder expectations and ensure delivery of committed infrastructure services.
Oversee the implementation and maintenance of service delivery frameworks, standards, processes, and methodologies.
Lead initiatives involving:
Service Catalog Management
Service Level Agreements (SLAs)
Service Standardization
ITIL Process Implementation
CMMI Framework Adoption
KPI Definition and Monitoring
Ensure compliance with the shared services operating model.
Monitor service agreements and statements of work with internal and external customers.
Coordinate service delivery activities across Infrastructure and IT Security service lines.
Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
Monitor operational performance and service metrics.
Prepare regular operational, quality, and performance reports.
Ensure proper documentation, knowledge transfer, and handover activities.
Escalate critical incidents, service issues, and performance concerns to Infrastructure leadership.
Assess the impact of operational changes on service commitments and agreements.
Analyze KPI trends and develop action plans to improve service performance.
Identify opportunities for value-added services and operational enhancements.
Support the development of capability-building and skills-development plans for service teams.
Contribute to the evolution of enterprise infrastructure and service management strategies.