Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.

Summary:
As a Delivery Lead, you will oversee the management of large and complex projects, ensuring that they are delivered on time and within scope. Your typical day will involve collaborating with various stakeholders, monitoring project progress, and implementing strategies to enhance service quality and cost efficiency. You will also engage in proactive problem-solving and support sales initiatives through innovative delivery solutions.

Roles & Responsibilities:

• Expected to be a Subject Matter Expert with deep knowledge and experience.
• Should have influencing and advisory skills.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Expected to provide solutions to problems that apply across multiple teams.
• Facilitate communication between stakeholders to ensure alignment on project goals.
• Monitor project performance metrics and implement improvements as necessary.
• Lead training and development initiatives to enhance team capabilities.

Professional & Technical Skills:

• Required Skill: Expert proficiency in Advanced Service Desk Resolution Management.
• Strong understanding of project management methodologies and frameworks.
• Experience in stakeholder management and effective communication.
• Proficient in risk assessment and mitigation strategies.
• Ability to analyze service delivery metrics and implement corrective actions.

Additional Information:

• The candidate should have minimum 10 years of experience in Advanced Service Desk Resolution Management.
• This position is based at our Ilocos office.

Minimum 10 year(s) of experience is required