IT Application Support Lead
CBRE
Makati, Manila, PHL
5d ago

JOB SUMMARY

A Service Delivery Lead is responsible for making sure that services are being delivered on stakeholders. They oversee a variety of tasks, such as leading teams, rectifying applications issues, monitoring progress tracking KPIs, and managing expectations from stakeholders.

A service Delivery Lead plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Monitoring and managing desktop support, services desk, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate andregular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • QUALIFICATIONS :

    EDUCATION and EXPERIENCE

  • Bachelors degree in Information Technology, Computer Science or equivalent preferred.
  • 1 2 years Service Desk experience or equivalent but not preferred
  • COMMUNICATION SKILLS

    Excellent written and spoken English

    REASONING ABILITY

  • Ability to comprehend, analyze, and interpret complex data
  • Ability to solve problems involving several options in situations.
  • Requires advanced analytical and quantitative skills.
  • OTHER SKILLS and ABILITIES

  • Must have background for IT Service Desk
  • Strong computer skills, advanced knowledge of Excel preferred
  • Strong verbal and written communication skills and ability to communicate with all levels of an organization.
  • Have knowledge in SQL and other related programming skills
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