Service Delivery Lead

Responsibilities: - Ensure operational readiness of the new in-house team and maintain uninterrupted service delivery. - Establish internal service support processes (incident, request, change). - Create and validate OLAs with internal IT teams. - Design the internal service model replacing the vendor-managed one. - Oversee ticketing, escalation paths, and service reporting. - Ensure service team readiness prior to cutover. - Monitor early-life support (hypercare) performance and stabilization metrics. - Coordinate daily operations handover from the vendor. Requirements Qualifications: - Bachelor’s degree in Information Technology, Management or related field - Preferred/Advantageous - Project Management Certifications - ITIL Certification - Minimum of at least 3 years of experience as a Service Delivery Lead - Can work full onsite (Cubao)