IT Service Delivery Manager

6 days ago

Pasig, National Capital Region, Philippines MBM Information Technology Consulting Full time $104,000 - $130,878 per year

Triforce is looking for an IT Service Delivery Manager to act as the primary liaison between the IT services team and our customers, ensuring an exceptional customer experience. This role focuses on managing the delivery of IT services, maintaining service levels, and ensuring customer satisfaction without direct leadership of the technical team. The ideal candidate will excel in communication, problem-solving, and relationship management.

Required Qualifications and Skills


• Bachelor's degree in IT, Business, or a related field (or equivalent experience).


• 5 years working relevant experience


• Proven experience in IT service delivery or customer success roles.


• Familiarity with IT service management frameworks (e.g., ITIL).


• Strong problem-solving and organizational skills.


• Excellent verbal and written communication skills.


• Customer-focused mindset with the ability to manage expectations effectively.


• Ability to coordinate across multiple teams without direct supervisory responsibility.

Preferred Qualifications:


• ITIL certification or similar training.


• Experience working in a managed IT services environment.


• Knowledge of common IT tools and platforms (e.g., ticketing systems, monitoring tools).

Key Responsibilities

  1. Customer Relationship Management:

  2. Serve as the primary point of contact for customers regarding IT service delivery.

  3. Build and maintain strong, trust-based relationships with customers.

  4. Ensure a thorough understanding of customer needs and align services accordingly.

  5. Service Quality Assurance:

  6. Monitor the performance of IT services against agreed SLAs and KPIs.

  7. Address service delivery issues and escalate as needed to ensure timely resolution.

  8. Conduct regular reviews with customers to ensure satisfaction and identify areas for improvement.

  9. Communication and Reporting:

  10. Provide clear, consistent updates to customers about service status, planned maintenance, and issue resolutions.

  11. Collaborate with the technical team to gather updates and translate technical details into customer-friendly communications.

  12. Deliver regular performance and service delivery reports to stakeholders.

  13. Continuous Improvement:

  14. Gather and analyze customer feedback to identify opportunities for improving service delivery.

  15. Work closely with internal teams to recommend and implement improvements based on customer needs.

5. Issue Escalation and Coordination:

  • Act as the escalation point for service delivery issues impacting customers.
  • Coordinate with internal teams to ensure prompt resolution and minimal business disruption for customers.

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