Service Delivery Manager

24 hours ago

Quezon City, National Capital Region, Philippines John Clements Consultants, Inc. Full time $70,000 - $120,000 per year

Responsibilities

Initial Service Design and Implementation (Establishment Phase):

  • Function Design & Strategy Development: Develop and implement the service delivery function, identifying gaps, establishing strategic plans, and aligning service structures with customer objectives.
  • Stakeholder Engagement: Act as the primary liaison with internal and external stakeholders, ensuring alignment and clear expectations throughout the setup process.
  • Transition to Steady-State Operations: Oversee setup of service management processes, operational readiness, and transition planning.

Ongoing Service Management (Operational Phase):

  • Service Management & Improvement: Oversee the day-to-day managed service operations and POS platform operations.
  • Regularly review processes for efficiency and effectiveness, implementing improvements as required.
  • Identifying needs. Determining the need for updates and upgrades for the customer.
  • SLA & Performance Management: Ensure SLA compliance, monitor service performance metrics, and make data-driven adjustments to maintain or improve service levels. The SDM will monitor indicators to guarantee that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Financial Management: Manage budgets and expenses related to the service, ensuring financial objectives align with customer contracts and internal goals.
  • Quality Assurance: Lead efforts to maintain high-quality service delivery by monitoring KPIs, managing risks, and implementing quality control measures.
  • Customer Relationship Management: Serve as the escalation point and trusted advisor for the customer's leadership, driving satisfaction through proactive communication and responsive service adjustments.

Requirements.

  • At least 5 years experience as Service Delivery Manager
  • Proven Service Delivery Management experience, ideally in the retail industry and specifically with POS systems.
  • Experience in service design and implementation, including transitioning from project deployment to steady-state operations.
  • Strong SLA / KPI management capabilities, with a track record of monitoring performance and driving continuous improvement.
  • Solid technical knowledge of POS systems, IT infrastructure, and cloud technologies.
  • Proficiency in project and service management methodologies such as ITIL, PMP, or Agile.
  • Excellent stakeholder management and communication skills, capable of engaging with both customer leadership and technical/operations teams.
  • Strong problem-solving and incident management skills, able to make sound decisions under pressure.
  • Based in the Philippines, with the ability to embed within a customer squad and work on-site.

Preferred Qualifications

  • Hands-on experience managing POS systems for large-scale retail or convenience store chains.
  • Background in POS vendors or large SI companies handling retail solutions.
  • Experience in convenience and fuel-related system operations or deployments.
  • Professional certifications such as PMP, ITIL, or Agile/Scrum Master.
  • Prior experience working in Agile team structures, closely collaborating with product owners and squads.

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