Service Delivery Manager

2 days ago

Pasig, National Capital Region, Philippines 77GSI Full time ₱1,500,000 - ₱2,500,000 per year

The Service Management Lead will provide the vision, thought leadership, governance, and continuous improvement of IT Service Management. This role is accountable for ensuring that all ITIL processes are understood, consistently adhered to, and executed by product/service owners across IT.

Key Responsibilities

  • Own, promote, and govern IT Service Management, covering Incident, Problem, Change, and Service Level Management.
  • Drive standardization, implementation, and adoption of Service Management disciplines throughout the organization.
  • Identify areas for continuous improvement in IT practices across the business.
  • Define, align, and document Service Management processes in collaboration with stakeholders in IT and business units, establishing the Group's ITIL framework.
  • Facilitate and govern IT Service Level and Operational Level Agreements across multiple functions, businesses, and partners.
  • Partner with stakeholders to define Key Performance Indicators (KPIs) for IT services.
  • Track KPIs and communicate performance through management review meetings.
  • Manage exceptions to established ITSM processes when necessary.
  • Lead, mentor, and develop the ITSM team through a supportive and collaborative leadership approach.

Key Requirements

  • Education:
    Degree in an IT-related field.
  • Experience:
    Minimum of 10 years in various IT roles, including at least 5 years in IT Service Management leadership.
  • ITSM Expertise:
    Strong knowledge and practical experience in Incident, Problem, Change, and Service Level Management.
  • Performance Management:
    Skilled in timely tracking and analysis of Key Performance Indicators (KPIs).
  • Process Knowledge:
    Deep understanding of the end-to-end IT software and system lifecycle (concept, design, development, testing, deployment, operations, and maintenance).
  • Communication Skills:
    Excellent written and verbal communication, with the ability to engage peers and executive leadership.
  • Analytical Skills:
    Strong logical and analytical thinking with the agility to address and resolve issues.
  • Leadership:
    Proven ability to lead, coach, and empower remote teams.
  • Certifications:
    Current ITIL certification(s).

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