Service Delivery

OVERVIEW

The Service Delivery role at Octal Philippines Inc. is crucial in ensuring that our IT services are delivered to clients and internal stakeholders seamlessly and efficiently. The primary focus is to maintain high-quality service and operational excellence throughout the IT service lifecycle.

KEY RESPONSIBILITIES:

 ·        Operations Management:

·        Oversee day-to-day IT Helpdesk operations.

·        Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

·        Team Leadership:

·        Lead, coach, and develop Helpdesk team members.

·        Foster a collaborative and high-performance work environment.

·        Client & Escalation Handling:

·        Manage client communications and handle escalations effectively.

·        Ensure timely resolution of issues and maintain client satisfaction.

·        Compliance & Standards:

·        Ensure alignment with ITIL best practices.

·        Maintain compliance with the Philippine Data Privacy Act.

·        Resource & Budget Oversight:

·        Monitor and manage budgets, staffing resources, and vendor contracts.

·        Process Improvement:

·        Identify and implement process enhancements to improve service delivery and operational efficiency.

·        Other Duties:

·        Perform additional tasks and responsibilities as assigned from time to time.

·        Bachelor’s degree in IT, Computer Science, or related field.

·        5–7 years IT service delivery/helpdesk experience (2+ years in management)

·        IT Knowledge & Tools:

·        Strong understanding of ITIL (Information Technology Infrastructure Library) framework.

·        Proficient in using ticketing systems such as:

·        ServiceNow

·        Zendesk

·        Other similar platforms

·        Core Competencies:

·        Excellent leadership and team management skills.

·        Strong communication and interpersonal abilities.

·        Effective problem-solving and decision-making capabilities.

·        Industry Experience:

·        Preferably with experience in:

·        BPO (Business Process Outsourcing)

·        Shared Services

·        Corporate IT environments

• Standard Statutory Benefits