BPO - Enterprise Service Delivery Associate (Hybrid Setup)

If you know The Avengers, you know that saving the day isn’t just about superheroes. It’s about the guy who keeps everyone aligned, steps in when things escalate, and ensures the mission succeeds.  

That’s what an Enterprise Service Delivery Associate (ESDA) is all about. And Unity Communications is looking for just that. 

In this role, you’re the trusted advisor who ensures enterprise customers receive exceptional service every single day. Supporting a major national partner, you’ll align teams, manage escalations, oversee service delivery, and drive successful outcomes—all while building strong, strategic client relationships. 

Ready to save the day? Apply now! 

How You Spend Your Eight Hours 

• Serve as the primary point of contact for enterprise customers 

• Oversee day-to-day delivery of IT managed services 

• Ensure successful customer outcomes and high satisfaction levels 

• Manage service issues, escalations, and resolution processes 

• Provide regular status reporting to internal and external stakeholders 

• Monitor SLAs, KPIs, and overall service performance 

• Lead and support service delivery staff 

• Partner with the Account Manager to align service delivery with account strategy 

• Provide strategic technology guidance aligned with customer business objectives 

• Drive continuous service improvement initiatives 

What You Must Possess 

• Strong experience managing IT managed services for large, complex customers 

• Previous internal IT management experience 

• Proven relationship management skills with enterprise-level clients 

• Exceptional customer service and communication skills 

• Strong understanding of service delivery frameworks, SLAs, and KPIs 

• Experience handling escalations and complex service issues 

• Technical proficiency in enterprise IT environments and infrastructure 

• Ability to lead teams and collaborate cross-functionally 

• Strong analytical, organizational, and problem-solving skills 

• Ability to manage multiple priorities in a fast-paced environment 

What You Shall Receive 

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service  

• VL/SL credits upon regularization 

• Friendly and supportive work culture 

• 13th-month pay and other Philippine-government-mandated benefits 

• Non-taxable allowances 

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more 

What You Should Consider 

• Full-time position 

• Monday to Friday, night shift 

• Hybrid work setup with on-site training 

Why Join Our Company 

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.