Service Delivery Lead

Responsibilities

Ensure operational readiness of the new in-house team and maintain uninterrupted service delivery. Establish internal service support processes (incident, request, change). Create and validate OLAs with internal IT teams. Design the internal service model replacing the vendor-managed one. Oversee ticketing, escalation paths, and service reporting.

Ensure service team readiness prior to cutover. Monitor early-life support (hypercare) performance and stabilization metrics. Coordinate daily operations handover from the vendor.

Requirements

Bachelor’s degree in Information Technology, Management or related field Preferred/Advantageous Project Management Certifications ITIL Certification Minimum of at least 3 years of experience as a Service Delivery Lead Can work full onsite (Cubao)