IT Service Delivery Director

5 days ago


Pasig, National Capital Region, Philippines Linda Hausermann & Associates Full time

About the Role

We are seeking a skilled Service Delivery Manager to lead our IT service delivery team. The successful candidate will be responsible for planning, delivering, operating, monitoring, and maintaining a stable, secure, and responsive support to our clients.

Main Responsibilities

  1. Manage overall service delivery to achieve agreed service targets.
  2. Establish and maintain good working relationships with customers, suppliers, and other stakeholders at both strategic and operational levels.
  3. Monitor and report on financial performance, ensuring margins are achieved and implementing margin improvement plans as needed.
  4. Ensure protection of client and company assets by controlling configurable items and related information.
  5. Develop and implement service continuity plans.
  6. Understand and publish required SLA reports through CGI or industry-standard service management tools.
  7. Gain relevant competencies, such as CPMF and MPMF, and apply them as necessary in assigned engagements.
  8. Participate in service delivery reviews and closures of audit/review findings.
  9. Lead and drive continual service improvement initiatives to achieve full client and shareholder outcomes.
  10. Manage service changes properly, with cost and timescale adjustments passed on to the customer using an agreed documented procedure.
  11. Conduct formal customer satisfaction surveys and act on feedback to effect service improvements where necessary.


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