Senior IT Service Delivery Manager

Senior IT Service Delivery Manager

GroWorx
Metro Manila / NCR
8 - 15 Years
Not Specified

Job Description

The Role

This is a rare opportunity to play a vital leadership role in Groworx building and running it’s foundational Global Service Delivery capability for our emerging technology services on behalf of our global clients, as well as our own internal IT Service function. As a leader in modern technology approaches running global service desks, with a deep understanding of the latest ITIL practices, you will be an advocate involved in all aspects of building the IT Service Delivery & Support Practice and internal function, including the running of a new 24/7 remote service desk function. Your Practice will work closely with the Customer Experience BPO and Digital Engineering teams to provide integrated Customer Experience solutions across business and technical functions.
You will use your excellent communication, authority and stakeholder management skills to work with clients and partner groups to participate in the pre-sales, design, transition and eventual operational phases of the client lifecycle.
This role is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team.

You will do
Service Desk Mobilization, Implementation and Operation Management
  • Engaging with support delivery teams to provide required Governance, as well as in grooming and mentorship to keep them challenged and minimize attrition.
  • Manage performance of Level 1 & Level 2 technical services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
  • Improve the overall team support capability by contributing to solution maturity and growth, as well as practice competency.
  • Own the ITIL processes including Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Own the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Develop and deploy Change Management processes that allow for the proactive surfacing of unplanned mission and critical issues that impact the service levels of all service offerings
  • Be accountable for the quality of Service and performance; ensuring future opportunities demand from the company and clients.
  • Leverage emerging technologies, processes, and disciplines to deliver best class methods
  • Ensure all operational activities comply with enterprise, industry and government standards
  • Planning, estimating, managing, and delivering one or more projects within a program to realize maximum benefit for a client with minimized risk.
  • Assisting in creating the direction, priorities, scope and plan for one or more projects to realize maximum benefit for a client.
  • Ensuring a competitive global market position for GW Cloud & Technology Operations
  • Setup the team and underlying tools to run this function internally and for our clients
  • Effectively manage a platform-agnostic environment (e.g. Google Cloud, AWS, Azure, on-premise installations, etc.)
  • Maintain high performing service support functions including IT Service Desk, Desktop Support and the Corporate ChromeOS & GSuite environment
  • Managing the design and implementation of analyses that will identify requirements related to people, processes and technology
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
P&L Management
  • Managing the P&L of the Practice
  • Lead revenue and cost, aligning the business and delivery model to the Practice and solution requirements
  • Responsible for Practice Strategy and Development
You should have
  • 8-13 years of experience working in large/complex application management engagements, including maintenance and transformation services, spanning multiple competency groups and regions
  • At least 5+ experience in leading a Technical Service Desk, Operations Management, and/or End-user Support, preferably in a geographically distributed organization, with 3+ years managing and deploying technologies and applications including cloud-based technologies and platforms
  • Deep Understanding of supporting a range of Application types and Infrastructure & Cloud Managed Services
  • Familiarity with industry-related products including networking, VoIP, AV/Video Conferencing, and collaboration technologies
  • Experience with a global organization or ITO/BPO is essential
  • Demonstrated experience in a hands-on approach in building the processes and teams from the beginning or early stages of a Managed Service Support function
  • High proficiency in Agile approaches, ITSM, ITIL and other process automation tools – including Incident Management, Problem, Configuration Management, Demand Management, including and configuring the tools
  • Formal experience with managing Service Desk teams to fulfill client SLA’s, including response time, resolution time (MTTR), and first-call resolution (FCR)
  • Experience in participating in senior client management and pre-sales activities
  • Experienced in leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
  • Superb interpersonal skills. There are multiple key partners – internal and external. Your ability to work with them is key to this role.
  • Background in Project Management, Change Management, Stakeholder Management, Work Planning Management, Performance Management, Risk Management, IT Service Management and Scope Management
  • Skilled in mentoring and leading high performing teams
  • Proficient in English and excellent communication and interpersonal skills
  • Technically independent with initiative
  • Bachelor’s degree in a relevant discipline

About GroWorx

About the Company

Groworx is an exciting global firm that brings modern consulting and outsourcing services to drive real organisational value in technology, CX and sales and digital marketing.

With industry veterans and strategic partnerships with the leading cloud technology platforms, we bring tremendous breadth and strength to our people and our clients. This allows us to build from the ground up, a cloud only, digital native business, where we are driven by our ennobling premise— to help companies and communities achieve their potential by connecting the human and the digital.l.

Our Key Service Tribes are

Global Business Services: Run world-class Customer Experience and Shared Services
Global Technology Services: Build or enable the latest technologies to accelerate efficiency and drive revenue opportunities
Global Marketing Services: Create brand awareness and increase revenue opportunities with digital sales and marketing

At the centre of the Groworx vision is to contribute to the communities we operate. This Impact Sourcing builds delivery capability in emerging economies to tap in their rapid growth of emerging talent, and develop that talent with the business and technology skills needed for modern business and modern economy. With these advanced skills, the salaries and living standards in those communities rise. By partnering with government, local industry and educational institutions, we are able to build delivery centres where they are needed most.

Groworx is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Opportunities for short term internal travel open to interested and high performing candidates.

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