IT Service Delivery Manager- ITIL

Role Summary

• The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of services under the
• Branch Tellering (BT). This role ensures that all contracted services are delivered in line with agreed SLAs, budget, and quality standards, while fostering strong client relationships and driving
  
  operational excellence.
• The SDM acts as the primary point of coordination between AMTI's delivery
  
  teams, partners (e.g., Olivetti, BEA, WMS support), and stakeholders.

Key Responsibilities

Service Management & Delivery

• Oversee day-to-day operations for BT services, ensuring SLA compliance and seamless

service delivery.

• Manage incidents, service requests, and escalations in collaboration with the technical and

operations teams.

• Track service performance, identify gaps, and implement corrective and preventive actions.

• Ensure coordination across related services such as Olivetti, BEA, and WMS to minimize

disruption and maximize efficiency.

Client & Stakeholder Engagement

• Serve as the primary contact for Client's ISG/ITO/EVM teams for BT-related services.

• Conduct regular service review meetings, reporting on SLA adherence, risks, and

improvement initiatives.

• Manage client communications on project deployments, service changes, and issue

resolution.

Governance & Compliance

• Maintain compliance with contract terms, ITIL service management practices, and Client's

governance standards.

• Document and track all service-related processes, baselines, and assumptions to protect AMTI's business interests.

• Ensure timely reporting of billing, service completions, and performance dashboards.

Team Leadership & Coordination

• Lead and mentor BT delivery teams, ensuring alignment with project milestones and SLAs.

• Coordinate with AMTI internal groups (Finance, HR, Ops, PMO) to ensure proper staffing,

invoicing, and resource planning.

• Escalate risks and issues proactively to AMTI leadership with recommended resolutions

Qualifications

Education & Experience

• Bachelor's degree in information technology, Computer Science, Engineering, or related field.

• Minimum 5–7 years of experience in IT service delivery, project management, or operations

management.

• Proven experience managing large-scale service delivery contracts, preferably within the

banking/financial sector.

• Strong knowledge of ITIL v4 framework and practical application in service environments.

• Familiarity with infrastructure services (servers, Red Hat, automation tools) and branch IT

operations is an advantage.

Skills & Competencies

• Excellent client management and communication skills (verbal and written).

• Strong problem-solving and decision-making abilities under pressure.

• Ability to manage cross-functional teams and third-party vendors.

• Proficient in reporting, SLA management, and service improvement planning.

• Strong financial acumen to track budgets, billing, and cost implications.

Certifications (Preferred)

• ITIL v4 Foundation or higher.

• Project Management Professional (PMP) or PRINCE2.

• Additional certifications in Red Hat, server administration, or vendor management are a plus.

Linux (RHEL) Administration

• Strong expertise in provisioning, configuration, patching, and troubleshooting RHEL

environments.

• Performance tuning, log analysis, and system hardening to meet enterprise standards.

Ansible Automation

• Proficiency in writing and managing playbooks for automated deployments, configuration

management, and patch management.

• Ability to integrate Ansible with CI/CD pipelines and monitoring tools for end-to-end

automation.

Infrastructure Management
• End-to-end ownership of server lifecycle: build, deployment, monitoring, incident

management, and recovery.

• Experience with Grafana/Prometheus for proactive monitoring and alerting.

Cross-Team Collaboration

• Close coordination with application, network, and security teams to ensure holistic service

delivery and faster root-cause resolution.

• Ability to work within ITIL/BAU frameworks and support compliance requirements.

Location: Buendia Makati

Work Set Up: Onsite (Monday – Friday 8am – 5pm (Subject for Changed ))

Benefits: OT, Performance Incentives, Holiday, HMO

Interview Process

1st Level : Initial Interview / Online Assessment - HR

2nd Level: Technical Interview - Operations and Project Management F2F

3rd Level: VP for Operations interview

4th Level: Final Interview