{"id":3795391,"url":"https://alion.io/job/sourcefit-it-service-delivery-operations-lead","title":"IT Service Delivery & Operations Lead","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":81,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0.1,"time_to_fill_p50_days":39,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true},{"name":"ITSM","optional":true},{"name":"Power BI","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SIEM","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-11-05T07:24:35Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-11T15:58:00Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Position Summary\nWe are looking for an IT Service Delivery & Operations Lead to coordinate the day-to-day running of IT helpdesk, infrastructure, network and security operations. You will lead daily stand-ups, track incidents and escalations, keep customers informed, and help technical teams meet agreed service standards.\nThis hands-on, customer-facing role suits an experienced IT helpdesk, service desk or technical-support professional with strong ITIL service-management knowledge, sound IT foundations and excellent communication. You will work closely with the Global Service Delivery Lead and specialist teams, taking ownership of operational coordination and follow-through. Formal people-management experience is not required.\nJob Details\nWork Setup: Hybrid. Work from home initially, with short weekly office meetings (around 1-2 hours). Office attendance will gradually increase as the team grows, potentially to 2-3 days per week.\nSchedule: Monday to Friday | 9 AM to 6 PM UK time, with exceptions considered for strong candidates. As part of a 24/7 operation, the schedule may change over time to support shift and on-call coverage.\nHolidays: UK holidays initially, subject to change as service coverage and rota arrangements develop.\nResponsibilities\nLead daily stand-ups, workload and ageing-ticket reviews across helpdesk, infrastructure, network and security operations, ensuring incidents and requests are prioritised, assigned, progressed and closed within agreed SLAs.\nApply incident, request, problem, change and escalation processes, including testing, rollback plans, documentation and timely escalation to service leadership.\nHandle customer queries, complaints and operational escalations calmly, explain service status and next steps, and join client service reviews.\nCoordinate client onboarding, offboarding and service transitions, including user/device provisioning, access, runbooks, monitoring, support routes and escalation paths before go-live.\nTrack Microsoft 365, Entra ID, Windows/macOS, endpoint, network, secure remote access and cloud tasks, including patching, health checks, backups, monitoring, asset records and remediation.\nCoordinate specialist teams, third-party service providers and technology partners, maintaining clear ownership and follow-through across service streams.\nEnsure security alerts are triaged, investigated, escalated and documented; coordinate phishing, identity, endpoint containment, vulnerability and security hygiene actions using runbooks and specialist support.\nDuring major incidents, coordinate actions, timelines, communications and handovers while the technical incident commander leads the technical response.\nMaintain accurate tickets, knowledge articles, runbooks, change records, audit trails and shift handovers, protecting confidentiality and service quality.\nMaintain SLA and KPI dashboards covering response/resolution, backlog age, recurring incidents, rework, client satisfaction, productivity, capacity and security hygiene; use findings to drive service improvements.\nIdentify false positives, control gaps, bottlenecks and manual work; collaborate with engineering on SOAR, endpoint, onboarding and reporting automation, using approved scripts and AI responsibly.\nSupport rota, workload, leave and shift coverage planning with the Service Delivery Manager, balancing service quality, utilisation and cost.\nSupport colleague onboarding, coaching, knowledge sharing and service-quality improvements as the operation and team grow.\nProvide accurate operational information and practical input for new customer transitions, capacity needs, service reviews and ongoing improvements.\nQualifications\nPractical customer-facing experience in an IT helpdesk, service desk, technical-support (including BPO support) or infrastructure-support environment.\nStrong understanding of ITIL service-management practices, including incident, request, problem, change, SLA and escalation management.\nExcellent written and spoken English, customer empathy and confidence handling challenging customer situations with international clients.\nAbility to guide technical teams, lead focused operational discussions and follow up actions through to completion.\nSound IT knowledge across users, endpoints, identity/access, networking and support workflows, with enough basic security understanding to recognise issues and involve specialists.\nStrong organisation, prioritisation and problem-solving skills, with accurate reporting and attention to service quality.\nDiscipline in documentation, change control, confidentiality and escalation, together with a willingness to learn new services and tools.\nNice to Have\nExperience in an MSP, MSSP or other multi-client managed services environment supporting international customers.\nExperience with Microsoft 365, Entra ID, endpoint administration, secure remote access, cloud operations and PSA/ITSM tools such as HaloPSA or equivalent.\nITIL 4 or relevant Microsoft, CompTIA, networking or security certifications. ITIL knowledge is required; a specific ITIL certification is not mandatory.\nExposure to EDR/XDR, phishing response, vulnerability follow-up, security incident coordination, SIEM/SOAR or frameworks such as ISO 27001 and SOC 2.\nExperience with service dashboards, workflow automation, approved AI tools, PowerShell/Python, APIs or Power BI.\nExperience coordinating shifts, coaching colleagues, preparing service reviews, or analysing capacity and cost-to-serve in a support operation.\nGerman, French or Spanish language skills.","description_format":"text","description_chars":5553,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":true},{"language":"Spanish","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-05T09:10:26Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":5,"expected_fill_days":39,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/sourcefit-it-service-delivery-operations-lead","json_url":"https://alion.io/job/sourcefit-it-service-delivery-operations-lead.json","meta":{"generated_at":"2026-11-11T19:59:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":38940,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50085},"rest":"https://alion.io/mcp/rest/get_company?id=50085"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsourcefit-it-service-delivery-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsourcefit-it-service-delivery-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsourcefit-it-service-delivery-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sourcefit-it-service-delivery-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsourcefit-it-service-delivery-operations-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3795391}},{"tool":"search_jobs","arguments":{"company":"sourcefit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3795391},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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