Junior Service Delivery Manager

🌟 We're Hiring: Junior Service Delivery Manager! 🌟

We are looking for a customer-focused and highly organized Junior Service Delivery Manager to join our team in Taguig, Philippines. In this role, you will be responsible for supporting the delivery of managed IT services for a portfolio of customers by ensuring service requests, escalations, reporting, and follow-up activities are handled efficiently. You'll work closely with technical teams, account managers, and customers to deliver an exceptional service experience while maintaining service quality and SLA compliance.

📍 Location: Taguig, Philippines
⏰ Work Mode: Work from Office
💼 Role: Junior Service Delivery Manager

🎯 Act as the day-to-day service contact for an assigned portfolio of managed services customers
📞 Monitor service requests, incidents, escalations, and follow-up actions to ensure timely resolution
📊 Prepare service reports, including SLA performance, ticket trends, and aged requests
🤝 Coordinate with technical support, customer service, account management, and internal teams to resolve customer issues
📝 Maintain accurate customer documentation, service records, and communication updates
🔄 Support ITIL processes including Incident, Problem, and Change Management
🚨 Escalate service risks, recurring issues, SLA concerns, and customer dissatisfaction when required
💡 Assist in tracking service improvement initiatives and ensuring agreed actions are completed

✅ At least 2 years of experience in Service Delivery, Service Desk, Service Coordination, Customer Support, or a Managed Services environment
✅ Basic understanding of ITIL principles (ITIL 4 Certification is an advantage)
✅ Experience using Microsoft 365 and common business applications
✅ Experience with ServiceNow is preferred
✅ Basic understanding of managed network, cloud, and IT infrastructure services
✅ Strong organizational skills with the ability to manage multiple customer requests simultaneously
✅ Excellent verbal and written communication skills with a customer-first mindset
✅ Detail-oriented, proactive, and able to work effectively under pressure while meeting service commitments

🚀 Ready to build your career in IT Service Delivery? Apply now and join a collaborative team committed to delivering outstanding customer service and operational excellence!