Service Delivery Manager

2 days ago

Taguig, National Capital Region, Philippines Actionlabs IT Services Full time ₱960,000 - ₱1,080,000 per year

Overview:

We are seeking an experienced IT Service Delivery Manager / Technical Lead who is well-versed in ITIL practices to oversee the delivery of IT services, ensure compliance with SLAs, drive service improvements, and provide leadership to the IT team. This role will be responsible for managing security strategies, service operations, and client relationships to ensure high-quality IT service delivery.

Key Responsibilities:

  • Manage and deliver services in accordance with agreed Service Level Agreements (SLAs).
  • Develop and maintain a security strategy and create programs to deliver improvements, monitoring exposure in collaboration with the Technical Lead.
  • Implement and manage service improvements without increasing operational costs.
  • Provide strong leadership to the IT team, fostering a culture of accountability and high performance.
  • Proactively monitor, control, and support service delivery by working closely with Service Level Managers and stakeholders in the Service Operations team.
  • Ensure systems, methodologies, and procedures are in place and adhered to.
  • Provide high-quality service reporting to clients as outlined in the Master Services Agreement (MSA) or Statement of Work (SOW).
  • Own and resolve operational escalations and formal complaints through to conclusion.
  • Play an active role in managing major incidents that may impact customers.
  • Lead and drive internal and client service review meetings (Monthly Business Reviews and Quarterly Business Reviews), covering performance against SLA/KPI, service improvements, customer satisfaction, quality, and processes.

Qualifications & Skills:

  • Proven experience in IT service delivery management or a similar role.
  • Strong knowledge of ITIL best practices and project management methodologies.
  • Demonstrated ability to manage SLAs, KPIs, and service performance.
  • Experience developing and implementing IT security strategies.
  • Strong leadership, stakeholder management, and communication skills.
  • Ability to manage escalations and major incidents effectively.
  • Experience preparing and presenting service reports and leading service review meetings.

Job Type: Fixed term

Contract length: 12 months

Pay: Php80, Php90,000.00 per month

Work Location: In person

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