Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery of services to Apollo Global Corporations' clients and internal business units. The role ensures that all services meet agreed-upon standards of quality, efficiency, and customer satisfaction. Acting as the primary point of contact for both clients and operations teams, the SDM manages daily service performance, leads the resolution of issues or escalations, and drives continuous improvement initiatives.

This position requires strong leadership, client management, and process management skills, with the ability to balance operational efficiency and customer experience. The SDM also collaborates with cross-functional teams to ensure smooth coordination, compliance, and alignment with organizational objectives.

ROLES AND RESPONSIBILITIES:

1. Service Delivery & Operational Oversight

• Ensure that all services/products under delivery meet the agreed service level agreements (SLAs), key performance indicators (KPIs), and quality standards.
• Monitor day-to-day operations to ensure service reliability, availability, and performance.
• Manage escalations — respond to issues, incidents, or disruptions, ensuring swift resolution and root-cause analysis.
• Coordinate and oversee major incident management and ensure proper communication with stakeholders (internal teams and clients).

2. Team Leadership & People Management

• Lead, motivate, coach, and develop the service delivery team (onsite/offshore/remote as applicable).
• Provide performance feedback, conduct regular reviews, manage staffing levels to meet demand.
• Ensure adequate training, resources, and support are provided to the team to perform effectively.

3. Stakeholder & Client Relationship Management

• Act as main point of contact for clients and/or business units for service delivery matters.
• Manage expectations, communicate status reports, escalation paths, continuous improvement plans.
• Build strong relationships with vendors, partners, third-party service providers, ensuring they meet their obligations.

4. Process Management & Improvement

• Define, implement, and enforce processes and workflows for incident, problem, change, request, and service management (often following ITIL or equivalent frameworks).
• Continuously analyze service data (tickets/incidents/trends) to identify bottlenecks, recurring issues, and improvement opportunities.
• Lead initiatives to improve process efficiency, reduce costs, improve customer satisfaction.

5. Reporting & Metrics

• Establish, track, and present metrics/reports (daily/weekly/monthly) – e.g. uptime, incidents, resolution times, service quality, customer satisfaction.
• Use data to make decisions, forecast demand, capacity, and resource needs.
• Produce executive summaries for leadership on service performance and risk.

6. Risk, Compliance & Governance

• Identify risk factors in service delivery (technical, operational, vendor, staffing), and propose mitigation strategies.
• Ensure compliance with internal governance, regulatory, security, and data privacy requirements.
• Maintain or ensure accurate documentation, service catalogues, configuration management databases etc.

7. Change, Release & Project Coordination

• Work closely with project and change management teams to ensure new releases or changes are rolled out smoothly with minimal impact to service.
• Ensure deployment plans account for risk, rollback options, and clear communication with operations teams.

8. Resource Planning

• Ensure optimal utilization of resources (people, infrastructure, tools).
• Forecast resource needs for current and upcoming periods/projects.

9. Customer Experience & Satisfaction

• Monitor customer feedback
• Ensure the service delivered has a strong customer focus — responsiveness, consistency, transparency.

10. Strategic Alignment & Continuous Improvement

• Align service delivery objectives with broader company strategy and goals.
• Lead or participate in strategic initiatives: automation, innovation, adopting new technologies or tools.
• Benchmark service against industry practices and adapt best practices.

Job Types: Full-time, Permanent

Pay: Php80, Php100,000.00 per month

Benefits:

• On-site parking
• Opportunities for promotion

Ability to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to work onsite (M-F)?

Education:

• Bachelor's (Required)

Experience:

• Service Delivery: 5 years (Preferred)

Work Location: In person