Technical Services Delivery Manager

2 hours ago

Ayala Alabang, National Capital Region, Philippines UPTC Full time ₱1,500,000 - ₱3,000,000 per year

Responsibilities

  • Manage and align stakeholder expectations across regions/shifts, ensuring adherence to shared service commitments and defined SLAs.
  • Monitor and enforce best-practice frameworks for Tech Services and IT Security, including service catalogs and process alignment with customer organizations.
  • Ensure proper implementation of the shared service model to improve efficiency and expand 24/7 operational support.
  • Oversee statements of work, ensuring accuracy, alignment with customer needs, and delivery feasibility.
  • Coordinate with service line leads and teams to ensure consistent, high-quality delivery of infrastructure services.
  • Drive continuous improvement initiatives across customers, focusing on service quality and operational performance.
  • Provide regular reporting and daily operational monitoring on activity, quality, KPIs, and service performance.
  • Maintain complete documentation for agreements, operational processes, and handovers.
  • Escalate critical issues promptly and ensure leadership visibility into service impacts.
  • Assess impacts of changes on SLAs and operational agreements, ensuring service continuity.
  • Monitor and analyze operational performance indicators and propose corrective action plans.
  • Identify value-adding services and evolving customer needs to enhance service offerings.
  • Support the development of capability plans, upskilling initiatives, and competency growth within the service line.
Primary Technical Abilities (Must Have)
  • Minimum 3 years of experience in Infrastructure Solutions: Datacenters, Cloud, Network, Security.
  • Deep expertise in at least one major infrastructure domain.
  • Experience managing or coordinating teams in a complex enterprise environment.
  • Strong understanding of Operations KPIs: backup completeness, RTO/RPO, infrastructure utilization, ticket management.
  • Solid experience in ITIL Processes (ITIL certification required).
  • Strong background in Service Management.
Secondary Technical Abilities (Must Have)
  • Project management skills and experience.
  • Experience working in multi-cultural, global environments.
  • Exposure to Agile or DevOps methodologies.
  • CMMI experience.

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