IT Service Delivery Manager

12 hours ago

Manila, National Capital Region, Philippines Blaseek Full time $90,000 - $120,000 per year

Join to apply for the IT Service Delivery Manager (Hybrid) role at blaseek. We are seeking an experienced IT Service Delivery Manager to lead and implement ITIL-based processes across the IT organization. This role requires end-to-end ITIL implementation experience and a strategic mindset to optimize IT service delivery, governance, and continuous improvement.

The ideal candidate should have a second-level ITIL certification (e.g., ITIL 4 Managing Professional) and a proven track record of driving ITSM excellence in complex environments. Key ResponsibilitiesEnd-to-End ITIL Implementation: Lead the design, implementation, and optimization of ITIL-based processes, ensuring alignment with business needs. ITSM Strategy & Governance: Define IT service management policies, frameworks, and roadmaps to enhance IT service quality and efficiency.

ITSM Process Ownership: Oversee incident, problem, change, release, and service request management, ensuring best practices are followed. Service Performance & Metrics: Establish and monitor SLA, OLA, and KPI metrics to measure IT service effectiveness and drive improvements. ITSM Tool Management: Act as the Product Owner for the ITSM platform (e.g., Freshservice), ensuring optimal configuration and utilization.

Collaboration & Stakeholder Management: Work closely with IT leadership, operations teams, business stakeholders, and external vendors to optimize service delivery. Training & Change Management: Educate and coach teams on ITSM principles, ensuring adoption and continuous improvement of IT processes. Continuous Service Improvement: Drive automation, process enhancements, and proactive service management initiatives to improve IT operations.

Qualifications7 years of IT Service Management experience, with end-to-end ITIL implementation expertise. ITIL 4 Managing Professional (MP) certification or equivalent (preferred). Strong knowledge of ITIL practices, including incident, problem, change, and service request management.

Hands-on experience managing ITSM platforms, preferably Freshservice or similar tools. Proven ability to develop and enforce SLA/OLA agreements and governance models. Strong analytical, leadership, and stakeholder management skills.

Experience working in global or multinational IT environments is a plus. Work Setup & LocationHybrid work model with up to 3 remote workdays per week after onboarding. Collaboration with global teams and external vendors to ensure seamless IT service delivery.

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