Service Delivery Manager

The Service Delivery Manager is responsible for designing, planning, and implementing strategic initiatives to generate revenue and increase profitability on Managed Services and DevOps business units. The Service Delivery Manager may also handle cross-functional teams that provide services related to applications support, desktop support, cloud services, robotic process automation (RPA), and expert & consulting services. Responsibilities include but are not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value. Location: BGC, Taguig Work Setup: Hybrid Department: Technology FINANCIAL MANAGEMENT Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units. This includes but is not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value. Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth. Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company’s overarching business goals and priorities, maximizing the value of investment. Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services and DevOps market. STAKEHOLDER RELATIONSHIP MANAGEMENT Establish policies and procedures designed to ensure consistently high service performance in service delivery as well as total customer experience. Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions using industry best practices. Provide functional, technical, and process leadership on Service Delivery management by leveraging the result of customer feedback analysis performed, Customer Satisfaction Index (CSI), and other analytical tools designed to measure customer satisfaction to improve client retention. SERVICE LEVEL MANAGEMENT Owns the Service Level Agreement and all other contractual obligations as the Managed Service Provider in all engagements. Effectively manage the implementation of these obligations including the risks involved throughout the contract. Other job-related activities may be assigned from time to time. Education At least graduate with a Bachelor’s or Master’s Degree in IT, Computer Science, Engineering, or any related course. Certifications Certifications in PMP and/or ITIL are preferred. Related Work Experience At least 3 years of experience in a managerial role for IT Service Delivery Operations for international clients. At least 10 years of experience as an IT Professional, with 3 years experience in Operations and Project Management At least 5 years experience in any IT Technical role – developer, system administrator, DBA, solutions architect, network management At least 2 years of experience in handling IT Application Development projects. Demonstrated track record in successful service delivery and application of IT management practices, methodologies and tools Proven success in providing leadership for applications support teams by building and motivating team members to meet service delivery KPIs Have experience and working understanding of ITSM tools (JIRA, ServiceNow, etc) Knowledge In-depth Knowledge in the following: Strong Business Acumen / Value Chain - Proficient IT Service Operations or IT Service Management - Proficient IT Literacy around Applications and Systems - Intermediate Operational Excellence - Intermediate SDLC and Application Support & Maintenance - Proficient Linux/Unix, MySQL, system and network configuration - Intermediate Financial Management - Intermediate MS Office - Intermediate Skills Must have strong leadership skills and the ability to manage a team. Must have excellent problem-solving and analytical skills. Must have solid relationship management and performance - management skills. Must have exceptional written and oral communication skills, interpersonal Skills Must have excellent presentation skills. Must have excellent organizational and time management skills. Must have passion for service Improvement. Must have the ability to multi-task and have attention to detail. Must have exemplary Work Ethics Must be adept to work in a fast-paced environment with tight SLAs. #J-18808-Ljbffr