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The department led by the Head of Service Delivery Group and Security Operations ensures reliable IT service delivery and robust security measures. The Service Delivery Group manages IT services, technical support, change and release processes, vendor relationships, and performance monitoring. The Security Operations Group handles threat assessment, incident response, compliance, security audits, and awareness training. The Head oversees strategic planning, daily operations, budget management, and stakeholder engagement. They drive continuous improvement, manage risks, ensure compliance, and lead crisis response, maintaining high service quality and security within the organization.

• Lead and manage the Security Operations and team of security operational staff members
• Primarily responsible for directing security event monitoring, management and response and cyber intelligence
• Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring.
• Responsible to provide 24x7x365 continuous investigation of correlated security event feeds and the appropriate triage and escalation in case of an identified security incident.
• Responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client.
• INTERNAL: Oversee and facilitate the installation and maintenance of IT systems, hardware, software and all security infrastructure and services for the internal organization of Netrust.
• INTERNAL: Work with the executive team to continuously develop and propose initiatives to maintain overall security and adherence to compliances such as but not limited to Data Privacy Act of 2012, as well as initiatives related to innovation and digital transformation.
• INTERNAL: Facilitate and oversee the technical support and helpdesk roles, ensuring effective and helpful support is provided to end users of Netrust.
• EXTERNAL: Provide overall leadership to the Service Support Delivery team to track and report service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client for different projects.
• EXTERNAL:  cross-functionally with Implementations Team, Customer Success, Sales and Business Development teams to establish and implement Technical Support workflows for new and existing products and services.
• EXTERNAL: Establish and maintain processes focused on ensuring high-quality services in both complaint capture and problem resolution to maintain high customer satisfaction and success.
• EXTERNAL: Manage the support and helpdesk team to ensure timely resolution of all incidents raised by client within acceptable SLA based on the project contract.

Our Office is located at Zuellig Building Makati City, we operate from 8AM - 5PM, Monday to Friday.

We are a profitable, rapidly scaling local company seeking a seasoned operator to transform fast growth into predictable, "clockwork" execution.

This is not a bureaucratic role. It's a mandate to create order in a high-growth environment where speed is constant and your success directly enables the company's next phase of scale.

Who We Need

• Thrives on turning complexity into clarity, especially when connecting silos across Operations, Logistics, and Service Delivery.
• Has the courage to speak up when operational reality doesn't match the plan.
• Knows how to hold teams accountable without relying on red tape.
• Is ready to move up or break out of a crowded space. You may be a Senior Lead or Team Manager in a large BPO or tech firm.

What We Offer

• High Impact Mandate: Direct access to leadership with the authority to design foundational processes that will carry the company through its next stage of growth.
• Designed for builders who value impact and ownership over corporate perks.
• Compensation: ₱50,000 – ₱70,000 Gross Monthly.

This role isn't for everyone. If you're looking for comfort, predictability, or corporate polish, swipe, else, apply.

OVERVIEW

The Service Delivery role at Octal Philippines Inc. is crucial in ensuring that our IT services are delivered to clients and internal stakeholders seamlessly and efficiently. The primary focus is to maintain high-quality service and operational excellence throughout the IT service lifecycle.

KEY RESPONSIBILITIES:

· Operations Management:

· Oversee day-to-day IT Helpdesk operations.

· Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

· Team Leadership:

· Lead, coach, and develop Helpdesk team members.

· Foster a collaborative and high-performance work environment.

· Client & Escalation Handling:

· Manage client communications and handle escalations effectively.

· Ensure timely resolution of issues and maintain client satisfaction.

· Compliance & Standards:

· Ensure alignment with ITIL best practices.

· Maintain compliance with the Philippine Data Privacy Act.

· Resource & Budget Oversight:

· Monitor and manage budgets, staffing resources, and vendor contracts.

· Process Improvement:

· Identify and implement process enhancements to improve service delivery and operational efficiency.

· Other Duties:

· Perform additional tasks and responsibilities as assigned from time to time.

· Bachelor's degree in IT, Computer Science, or related field.

· –7 years IT service delivery/helpdesk experience (2+ years in management)

· IT Knowledge & Tools:

· Strong understanding of ITIL (Information Technology Infrastructure Library) framework.

· Proficient in using ticketing systems such as:

· ServiceNow

· Zendesk

· Other similar platforms

· Core Competencies:

· Excellent leadership and team management skills.

· Strong communication and interpersonal abilities.

· Effective problem-solving and decision-making capabilities.

· Industry Experience:

· Preferably with experience in:

· BPO (Business Process Outsourcing)

· Shared Services

· Corporate IT environments

• Standard Statutory Benefits

We are seeking highly driven and experienced Service Delivery Managers to join our dynamic eCommerce operations team. In this key leadership role, you will oversee multiple accounts and large teams, ensuring optimal service delivery and client satisfaction within a fast-paced BPO environment. If you have a strong background in customer service, back-office operations, and people management, and are passionate about operational excellence, this is the role for you.

Key Responsibilities

• Lead and manage teams of 100–150 FTE across multiple accounts (not exceeding 20), including GL clients and staff.
• Drive performance by establishing and monitoring KPIs and SLAs, ensuring delivery excellence across all accounts.
• Collaborate with SSDM/HOD to implement process improvements and strategic plans.
• Work closely with Workforce Management for optimized scheduling.
• Ensure quality standards for both voice and non-voice transactions.
• Champion process documentation (SOPs, KCRPs) and initiate process excellence projects.
• Provide coaching, mentorship, and succession planning for Group Leaders.
• Conduct training sessions, performance reviews, and operational interviews.
• Liaise regularly with internal and external stakeholders for performance reporting and business reviews.
• Handle client escalations with a sense of urgency and professionalism.
• Enforce company policies and support performance improvement plans (PIP) when necessary.

Qualifications

Required:

• Proven experience managing large teams (100+ FTE) in an eCommerce, back-office, or customer service setting (BPO).
• Strong background in Service Delivery, Client Management, and People Management.
• Experience in developing and analyzing operational statistics.
• Proficiency in MS Office and Google Workspace.
• Familiarity with Quality Tools: RCA, Pareto, Ishikawa, Six Sigma, DMAIC.
• Understanding of key business metrics, billing, payroll, pricing, and P&L management.
• Excellent verbal and written communication skills.
• Strong leadership, project management, and analytical skills.
• Ability to thrive in a fast-paced, constantly evolving environment.
• Capable of managing multiple priorities with accuracy and timeliness.

Preferred (Good to Have):

• Working knowledge of at least one international eCommerce platform/tool.
• Experience with auditing and advanced data analysis.
• Capacity planning expertise.

Job Type: Full-time

Pay: Php60, Php70,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Work Location: In person

We are seeking highly driven and experienced Service Delivery Managers to join our dynamic eCommerce operations team. In this key leadership role, you will oversee multiple accounts and large teams, ensuring optimal service delivery and client satisfaction within a fast-paced BPO environment. If you have a strong background in customer service, back-office operations, and people management, and are passionate about operational excellence, this is the role for you.

• Lead and manage teams of 100–150 FTE across multiple accounts (not exceeding 20), including GL clients and staff.
• Drive performance by establishing and monitoring KPIs and SLAs, ensuring delivery excellence across all accounts.
• Collaborate with SSDM/HOD to implement process improvements and strategic plans.
• Work closely with Workforce Management for optimized scheduling.
• Ensure quality standards for both voice and non-voice transactions.
• Champion process documentation (SOPs, KCRPs) and initiate process excellence projects.
• Provide coaching, mentorship, and succession planning for Group Leaders.
• Conduct training sessions, performance reviews, and operational interviews.
• Liaise regularly with internal and external stakeholders for performance reporting and business reviews.
• Handle client escalations with a sense of urgency and professionalism.
• Enforce company policies and support performance improvement plans (PIP) when necessary.

Required:

• Proven experience managing large teams (100+ FTE) in an eCommerce, back-office, or customer service setting (BPO).
• Strong background in Service Delivery, Client Management, and People Management.
• Experience in developing and analyzing operational statistics.
• Proficiency in MS Office and Google Workspace.
• Familiarity with Quality Tools: RCA, Pareto, Ishikawa, Six Sigma, DMAIC.
• Understanding of key business metrics, billing, payroll, pricing, and P&L management.
• Excellent verbal and written communication skills.
• Strong leadership, project management, and analytical skills.
• Ability to thrive in a fast-paced, constantly evolving environment.
• Capable of managing multiple priorities with accuracy and timeliness.

Preferred (Good to Have):

• Working knowledge of at least one international eCommerce platform/tool.
• Experience with auditing and advanced data analysis.
• Capacity planning expertise.

Discover your 100% YOU with MicroSourcing

Position: Service Delivery Trainer

Location:Ortigas, Pasig

Work setup & shift: Onsite | Day Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our Client, ReSource Pro, is a 21-year-old leading provider of integrated, innovative operational solutions to US-based insurance organizations including brokers, managing general agents, carriers, and third-party administrators. Our Client, ReSource Pro, supports a wide range of business processes, with a focus on activities requiring deep domain expertise. They have a large and growing base of more than 10,500 employees based in the U.S., China, India, and Serbia with 400+ clients.

Your role

As an Service Delivery Trainer, you will:

• Process complex insurance tasks and operate various client systems independently.
• Optimize operations by analyzing problems, developing procedures, and ensuring compliance.
• Enhance customer experience by communicating with clients, addressing needs, and building strong relationships.
• Perform audits and troubleshooting to identify gaps, resolve issues, and meet compliance requirements.
• Conduct training by creating training plans, managing processes, and coaching junior trainers.
• Develop and update SOPs (Standard Operating Procedures) and training plans to ensure alignment with operational goals.
• Implement quality assurance measures to ensure processes meet high standards and client expectations.
• Support other tasks, including data analysis, reporting, and onboarding new clients and tasks.

What You Need:

Non-negotiables:

• Bachelor's degree in any field
• 2 years and above experience in financial services or related fields
• Training and coaching experience
• Proficiency in email communication
• Strong problem-solving, data analysis, time management, and planning skills
• Experience in creating and updating SOPs and technical or procedural documentation
• Quality assurance experience in reviewing and optimizing processes or outputs

Preferred skills/expertise:

• Familiarity with OPEX and compliance processes
• Background in insurance Level 1

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%

For more information, visit

Terms & conditions apply. *Terms & conditions apply

The Service Delivery Manager's primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Service Delivery Manager is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.
Duties And Responsibilities
The Service Delivery Manager is expected to perform the following:

• Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
• Conduct sales calls to potential clients, effectively presenting MySigrid's offerings and converting leads into business opportunities.
• Promote MySigrid's values and help maintain a positive working environment for all staff.
• Perform daily health checks on each account's mailboxes to ensure smooth operations.
• Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
• Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved.
• Provide coaching and training to staff as needed to promote continuous improvement and professional development.
• Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
• Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies.
• Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps.
• Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
• Assist management in the roll-out of new processes, policies, or projects as required.
• Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team

Requirements

• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener

Qualification

• At least 1 year in the Customer Service/Success supervisory/team lead role

Benefits
At MySigrid, we aim to ensure the professional and personal growth of all our employees:

• Competitive salary package
• Vacation leave and Sick leave credits
• HMO Package for the employee and two codependents.
• Reimbursable internet charges
• Comprehensive training and continuous learning advantages
• Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes
• High importance to work-life balance with the opportunity to work from home part of the week.
• Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company
• Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues
• Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.

Co-Working days
Sigrid has co-working offices in Ortigas where the whole team meets once a month at a minimum.

Craving stability with a career path that lets you shine? Look no further We offer a secure and supportive environment where you can build a fulfilling career.

YOU DESERVE THE BEST - Enjoy these Perks

• Comprehensive day 1 HMO with 10K medical reimbursement
• Additional HMO coverage for your family + dental coverage
• Free annual Flu vaccine
• Continuous career development and certifications
• Travel & training opportunity oversea
• Regular awards and recognitions
• Comprehensive life insurance
• 24 Paid time offs (with Annual leave conversion)
• Annual appraisal based on merits
• Free daily meals (free breakfast on Mondays & free treats on Fridays)
• Regular engaging company events & promotes work life balance
• Accessible office site --- MDC100, Eastwood, Quezon City.
• Employee referral programs

About the Role

As our Service Delivery Coordinator, you'll be planning, execution, and delivery of both IT service tickets and projects. You'll serve as the central scheduler, task organizer, and operations communicator—supporting technicians, leadership, sales, and finance.

Key Responsibilities:

Service Dispatch & Task Coordination

• Triage incoming service tickets and assign them to appropriate technicians based on urgency, skillset, and availability
• Monitor and balance workloads across the service and project teams to maintain SLA compliance.
• Adjust technician schedules as needed throughout the day to respond to changing priorities.
• Ensure all tickets have accurate documentation and status updates

Project Coordination

• Coordinate the planning and execution of IT projects, such as device deployments, Microsoft 365 migrations, and compliance implementations.
• Break projects into phases and tasks using ConnectWise Manage (and optionally Moovila).
• Assign and track progress of project tasks across team members.
• Follow up on deadlines, identify blockers, and provide regular internal updates to leadership.

Operational Support

• Maintain visibility of all active tickets, tasks, and projects across the team using ConnectWise PSA.
• Work closely with the Service Manager to produce basic reports and dashboards (via ConnectWise or MSPbots) on workload, efficiency, and status.
• Support Sales by helping schedule onboarding tasks, documenting client needs, or tracking procurement-related steps

Agreement & Time Entry Oversight

• Maintain and update client agreements in ConnectWise for billing accuracy.
• Ensure team members are entering time accurately and consistently.
• Coordinate with the outsourced accounting contractor to confirm that recurring invoices and billable time match expectations.

What you'll bring in:

• 2+ years of experience in an MSP or IT services environment, preferably in project coordination, dispatch, or service delivery support.
• Hands-on experience with ConnectWise Manage (PSA).
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and keep tasks moving forward.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel).
• Excellent written and verbal English communication skills.
• Reliable internet connection and proven success in a remote work setting.

You'll have the chance to work with a diverse team of professionals and contribute to projects that impact our organization's success.

Job Types: Full-time, Permanent

Pay: Php45, Php50,000.00 per month

Work Location: In person