Service Delivery Manager- Commonwealth Quezon City

The Service Delivery Manager (SDM) for Retail POS will lead the implementation of a managed service for a retail POS platform, transitioning it from project-based deployment to an operational steady state.

Embedded within the customer organisations Squad, the SDM will ensure high performance in service-related processes. They will drive improvement initiatives as needed, take ownership of critical incidents, coordinate with resolution teams, and facilitate clear communication among stakeholders for post-incident reviews.

Initially, the SDM will establish the service delivery framework, ensuring alignment with strategic program goals, and then manage the end-to-end service delivery on an ongoing basis with a focus on service operations and deployment.

Responsibilities

1. 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.

1. 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.

Agile Team Requirements

• Functionally report into customer product owner and be embedded into customer squad at customer location (Philippines based)

• Previous experience in Agile Teams and working environments

Required Skills

・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 (e.g., NCR, Fujitsu, Diebold Nixdorf) 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.