Service Delivery Manager

Management (Information & Communication Technology)

Full time

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As Service Delivery Manager (SDM), you will be responsible for managing the delivery of all Toshiba services to the Customer, ensuring they are delivered on time, within budget, and meet the quality standards during the support agreement tenure. You will start ensuring a successful transition of a solution under rollout (major software upgrade) to steady-state and managing multidisciplinary teams that will deliver ongoing support throughout the length of the Contract. The role also requires strong project management skills, quality assurance, financial management, and documentation skills. The SDM will be the key focal point for the Customer leadership team for escalation. Some of the key job responsibilities for this role are:

• Relationship Management: Communicating with upper management to develop strategic goals, which may include communicating with key stakeholders, managing expectations, and addressing any concerns or issues that may arise, and be the escalation focal point;
• Service Management: You will be responsible for managing the delivery of services to the customer including rollout, and potentially leading extended ITOps and enhancements scope, providing leadership to the related teams performing these activities, including direction to the development, product, and business strategies, implementing resulting solutions to meet contract deliverables. It may include coordinating with internal teams, external vendors, and third-party service providers to ensure that the services are delivered on time and meet the customer's requirements;
• Trusted advisory: Strive to develop and drive transformation strategy, demonstrating innovation, building Customer satisfaction;
• Service Level Agreement (SLA) Management: Monitoring performance metrics. You will be responsible for managing SLAs with the customer, which may include monitoring SLA performance, identifying areas for improvement, and implementing changes to improve SLA performance from all various service elements of the Customer contract;
• Quality Assurance: You will be responsible for ensuring that the services delivered meet quality standards, which may include monitoring the critical KPIs for the Customer: testing plans, performing quality checks, and ensuring that the services meet the customer's requirements.
• Financial Management: You will be responsible for managing the financial aspects of service delivery, which may include managing budgets, tracking expenses, and ensuring that the services are delivered within budget.

AREAS OF EXPERTISE & SPECIAL SKILLS

The successful candidate will possess expertise in the following areas:

• Demonstrated IT Service Delivery Management experience in a senior position, with over 10 years experience
• Sound knowledge of software and infrastructure as a domain
• Experience in the Retail industry
• Should have a sound knowledge of IT infrastructure as a domain

Hybrid Work Arrangement:

• Successful candidate is required to work 3 days in the office (UP-Ayalaland Technohub Quezon City) / 2 days from home.

Your application will include the following questions:

• What's your expected monthly basic salary?
• Have you worked in a role where you were responsible for budget management & forecasting?
• Which of the following statements best describes your right to work in the Philippines?
• How many years' experience do you have as a Service Delivery Manager?
• How many years of project management experience do you have?
• Do you have experience in a role which requires relationship management experience?
• How many years' experience do you have as a software engineer?

Company Overview:

Consumer Electronics Manufacturing 51-100 employees

Toshiba Global Commerce Solutions (TGCS) is a retail’s first choice for integrated in-store solutions. The leading supplier of point-of-sale systems with a worldwide install base larger than any three major competitors combined, Toshiba is committed to delivering innovative commerce solutions that transform checkout, provide seamless consumer interactions and optimize retail operations. With a global team of dedicated business partners, Toshiba provides end-to-end solutions, service and support that help clients meet virtually any retail technology need.