IT Service Delivery Manager

1 week ago

Manila, National Capital Region, Philippines Blaseek Full time

We are seeking a seasoned IT Service Delivery Manager to spearhead the implementation of ITIL-based processes across our organization. This strategic role demands end-to-end ITIL expertise and a forward-thinking mindset to optimize IT service delivery, governance, and continuous improvement.

Key Responsibilities:

  • Design, implement, and optimize ITIL-based processes to align with business objectives.
  • Develop and enforce IT service management policies, frameworks, and roadmaps to enhance IT service quality and efficiency.
  • Oversee incident, problem, change, release, and service request management to ensure best practices are followed.
  • Establish and monitor SLA, OLA, and KPI metrics to measure IT service effectiveness and drive improvements.
  • Manage the ITSM platform (e.g., Freshservice) to ensure optimal configuration and utilization.
  • Collaborate closely with IT leadership, operations teams, business stakeholders, and external vendors to optimize service delivery.
  • Educate and coach teams on ITSM principles to ensure adoption and continuous improvement of IT processes.
  • Drive automation, process enhancements, and proactive service management initiatives to improve IT operations.

Qualifications:

  • 7+ years of IT Service Management experience with end-to-end ITIL implementation expertise.
  • ITIL 4 Managing Professional (MP) certification or equivalent (preferred).
  • Strong knowledge of ITIL practices, including incident, problem, change, and service request management.
  • Hands-on experience managing ITSM platforms, preferably Freshservice or similar tools.
  • Proven ability to develop and enforce SLA/OLA agreements and governance models.
  • Strong analytical, leadership, and stakeholder management skills.
  • Experience working in global or multinational IT environments is a plus.

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