Associate Service Delivery (Remote)

🚨 This role requires relevant experience in a similar position. If your background doesn’t align with the job requirements, you mayskip this opportunity for now. Please note that this position isn’t open to career shifters.

⏰ Shift Schedule & Work Setup:

• Eastern Timezone (Night Shift in PH)
• 100% Remote – work from the comfort of your home
• Applicants should be equipment ready (laptop, headset, etc.) to ensure a smooth start and seamless workflow

📋 Job Summary:

Prime System Solutions is a leading provider of IT services, specializing in delivering top talent and innovative solutions to its global clientage. 

We're looking for an Associate Service Delivery professional will support the Service Delivery Manager (SDM) in ensuring smooth, timely, and quality service delivery to clients. This role involves assisting with daily operations, project coordination, performance monitoring, and communication between internal teams and clients. The individual will play a key part in maintaining service excellence and driving client satisfaction within our Managed Services operations.

🔑 Key Responsibilities

• Assist the Service Delivery Manager in overseeing day-to-day service operations across multiple MSP accounts.
• Monitor project timelines, task assignments, and deliverables to ensure adherence to SLAs and client expectations.
• Track and report on service metrics (KPIs) and escalate potential issues to the SDM proactively.
• Coordinate with internal technical teams for task updates, issue resolution, and documentation.
• Support the preparation of weekly and monthly performance reports for clients and management.
• Help identify process gaps and suggest improvements for service quality and efficiency.
• Maintain clear and professional communication with internal stakeholders and clients.
• Assist in onboarding new clients, team members, or projects under SDM’s supervision.
• Participate in team meetings and client calls, taking detailed notes and ensuring follow-up actions are completed.
• Ensure compliance with Prime’s delivery standards, policies, and client requirements.

Requirements

💡 Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–3 years of relevant experience in IT service delivery, customer success, or project coordination (experience with MSPs is a plus).
• Strong communication and organizational skills.
• Ability to manage multiple priorities and work effectively under supervision.
• Proficiency in Microsoft 365, ticketing tools, and reporting systems.
• Strong attention to detail and proactive approach to problem-solving.
• Comfortable working in US (EST) time zone.

Benefits

💻 Why You'll Love Working with Us:

• 100% Remote Work Enjoy the flexibility of working from anywhere!
• Paid Leave Take time off to recharge, starting upon regularization.
• HMO Benefits Comprehensive healthcare coverage as soon as you're regularized.
• Government-Mandated Benefits All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are fully provided.
• Fun & Collaborative Culture Be part of a dynamic team that values creativity, innovation, and teamwork.

🚨 NOTE:

This is a full-time employment position and NOT an Independent Contractor arrangement. It comes with government-mandated contributions and benefits.

A background check is part of our hiring process and will be completed before moving to the job offer stage. We kindly ask applicants to have the necessary details ready in advance to keep things smooth and hassle-free.