Responsible for the overall supervision of the performance of the Services Serve as Systemantech ’s Single Point of Contact (Systemantech ’s SPOC) for all concerns related to the day-to-day operation Collaborate and coordinate with AZPNBL authorized representatives to discuss performance results, change management concerns and other issues with respect to the performance of the Services Represent Systemantech during meetings with AZPNBL Must have a minimum of 3-4 years working experience in IT Service Management as Services Delivery Manager, preferably ITIL certified. The major task of the SDM which shall be, but not limited to, the following: Plan, manage and supervise the overall operations of the IT Service desk Support operations Build and maintain relationships with AZPNBL in order to ensure that their expectations are met, and SLA’s are achieved Supervise, monitor and evaluate the performance of the IT Service desk Support team Ensure the sufficient manpower is available, procedures are maintained and followed, the quality management system is in place, customer satisfaction is at the highest level, and SLAs are met Address problems and questions, and handle escalations, service improvements, and reviews Ensure that proper resources are available to fulfill the service support activities, including but not limited to service improvement plans, training, documentation, escalation and supervision functions Analyze risk and make decisions in order to meet business objectives Hold regular (weekly, monthly quarterly and yearly) operations management meetings which AZPNBL to review the activities and the performance Develop and effective and workable framework for managing and improving Level 0 and Level 1 IT support in the organization Draw up specific schedules for IT Service desk Agents Generate weekly and monthly reports on customer support issues Develop and lead a team of IT Service desk Agents to address all technical requirements Responsible for creating and submitting incident reports Inspect Incident Resolution Quality. Check progress updates timelines and completeness Review the SLA measures. In case the measures are not meeting the SLA expectation, a clear action step will be established to address the issues in order to achieve the SLA target

Manila