Senior Service Delivery Analyst (AU IT Services, WFH)

Salary: P60,000 – P70,000 (Monthly Package)

Schedule: Monday to Friday (7:00 AM - 4:00 PM PHT)

What are we looking for?

Skills Required:

• Proven ability to deliver excellent customer service.
• Experience managing projects & meeting delivery expectations of Quality, timeliness & cost.
• Proficient in MS Excel, MS Word, MS PowerPoint
• Excellent written and verbal communication skills
• Strong documentation skills.
• Team orientated.
• Stakeholder management
• Familiarity with ITIL is desirable.

What will you do?

The Service Delivery Project Lead assists the Service Delivery team to meet and exceed its obligations regarding small & nimble Project Delivery, Service Levels and performance, by providing project leadership, mentoring & administrative support to the team. Key position goals include:

• To provide excellence in customer service to internal stakeholders.
• To work with all internal stakeholders to deliver outcomes for the service delivery team
• Coordinating activities, resources, equipment and information associated with projects
• Provide leadership, mentoring & support relating to project management to the broader Service Delivery team
• Assist the Service Delivery Manager with specific Customer facing service outcomes
• Assist in maintaining Managed Service Customer’s documentation

• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Liaising with clients to understand project requirements, scope and objectives
• Preparing project timeframes, schedules.
• Managing project budgets, quality & timeliness of delivery and organizing project related reporting.
• Managing project time bookings for themselves & the project team.
• Communicating with clients to provide updates on project status, risks & issues.
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.
• Escalating SLA concerns to internal stakeholders for action.
• Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.
• Respond to client inquiries in a timely and professional manner.
• Assist SDM Team Leaders in administrative support as directed.
• Act as a point of escalation during business hours for Service Delivery Managers.
• Conduct scheduled data collection for designated clients monthly.
• Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.
• Working with Service Delivery team members to identify and fill knowledge management gaps.
• Maintain the operational documentation for assigned Managed Services Customers
• Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)
• Maintain positive relationships with Service Delivery Team members.
• Maintain positive relationships with key stakeholders
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.

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ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client based in Australia specializes in helping businesses build efficient and successful hybrid teams by combining client's current team and offshore talent. With their expertise, they can maximize productivity, enhance collaboration, and achieve cost-effective results.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.