RESPONSIBILITIES:

• Manage and control the expectations of the stakeholders within the region and/or

shift managed as it adhere to the to the committed services under the shared
service model and its processes.

• Monitor and Control the implementation and maintain framework of best of breed

standards in Tech Services and IT Security on following topics but not limited to:
o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of
the corresponding services with the Processes within ESSPI and in relation
with Customers’ organizations
o Ensure adherence to the shared model to improve efficiency and enlarge
the period of support on 24h

• Review, maintain and update the statement of work with shared service customers

based on current services actual or requirement

• Coordination across all the Tech Services service line leveraging the team leaders

and services line coordinator for the service delivery to ensure the delivery and
quality of the services.

• Consistent communication, monitoring and driving of the continuous

improvements for the managed Customers across all the services provided.

• Regular reporting & daily monitoring on activity, quality and performance

• Ensure appropriate documentation on agreements and/or hand-over activities

• Accurate and timely reporting to the head of Infrastructure department esp. on

escalation impacting services and/or performance of the team.

• Ensure that events affecting the service contract are considered throughout its life

cycle

• Ensure the impact of any changes to the level of service, particularly service level

commitments and operational agreements

• Monitor, analyze and evaluate the operational performance of customers support

and the results of the indicators and propose action plans

• Participate in the identification of value-creating services

• Identify new customer needs

• Contribute to the search for ideas and solutions (and its implementation) to

continuously improve the performance of the company

• Build capability plan and skill up plan for individual resources within the serviceline

directly managed and/or contribute in building one for the other service line as
necessary based on experience and exposure.
Primary Technical abilities:

• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network,

Security.

• Depth of experience on at least one of the areas in Infrastructure solution

• Experienced in managing or coordinating teams in a complex organization

• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back up completeness, Recovery RTO/RPO, Infra Utilization improvement)

• Solid experience in ITIL processes mgmt (ITIL certified minimum)

• Solid experience in Services Management

Job Type: Full-time
Pay: Php80,000.00 - Php140,000.00 per month
Application Question(s):

• Willing to work in Alabang 3 days onsite 2 days Work from home:

Experience:

• Infrastructure Delivery: 3 years (Preferred)
• ITIL: 1 year (Preferred)
• Service Delivery Management: 1 year (Preferred)