IT Service Delivery Manager/Service Level Manager

Role: Service Level Manager Location: Philippines, India - Remote Shift: NALA About Lingaro: Lingaro Group is the end-to-end data services partner to global brands and enterprises. We lead our clients through their data journey, from strategy through development to operations and adoption, helping them to realize the full value of their data. Since 2008, Lingaro has been recognized by clients and global research and advisory firms for innovation, technology excellence, and the consistent delivery of highest-quality data services. Our commitment to data excellence has created an environment that attracts the brightest global data talent to our team. About Operations Competency Center: Includes the activities, processes and practices involved in managing and maintaining the operational aspects of an organization’s IT infrastructure and systems. It focuses on ensuring the smooth and reliable operation of IT services, infrastructure components and supporting systems in the Data & Analytics area. Website: Tasks:

• Daily collaboration with customer
• Daily collaboration with support team
• Escalations management
• Revision, monitoring and management of the results for Operations KPIs defined per service
• Definition and negotiation of Operations KPIs if missing or it need to be adjusted
• Initiation/definition/leading and prioritization the improvements
• Coaching support teams
• SLA negotiations
• OLA negotiations
• Creation of support estimates proposals (in terms of staffing, coverage, roles, etc)
• 1st line of escalation in escalation matrix
• Responsibility for SLAs and all other defined Operations metrics
• Service Transtion Leader
• Oversight of the delivery of ITSM processes (Incident Management, Problem Management, Fulfilment Requests, Change Management)
• Collaboration with Engagement Manager
• Maintenance of Operational documentation
• Preparation and delivery of Monthly Service Review meetings
• Delivery of regular Operations reporting internally and externally
• Preparation of Communication templates
• Ensuring high quality of communication (on time, proper templates, accurate frequency)
• Ambassador of Lingaro Core Values
• Leading top priority ticket handling
• Ensuring that skill matrix for support team is up to date

• Good understanding of IT Service Delivery
• ITIL certification or in-depth knowledge
• Excellent communication and negotiation skills
• Strong knowledge and experience in contract/supplier management
• Able to interact successfully with all levels of the Customer and IT Provider organization
• Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)

• Stable employment. On the market since 2008, 1300+ talents currently on board in 7 global sites.
• 100% remote.
• Flexibility regarding working hours.
• Full-time position
• Comprehensive online onboarding program with a “Buddy” from day 1.
• Cooperation with top-tier engineers and experts.
• Unlimited access to the Udemy learning platform from day 1.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.