Service Delivery Manager

Recognized as one of the "Philippines Best Workplaces 2024," Tech One Global Philippines is a haven for diversity and innovation. Here, you can be yourself and unlock your full potential. Our mission? To build a community driven by empathy and a growth mindset, creating groundbreaking solutions for extraordinary results.

Why Tech One?

Here at Tech One Global Philippines, you will be right at the heart of the goal: Become a ripple effect by contributing to our global projects and working with diverse talented individuals across our offices. Our vibrant culture fosters learning, growth, and fun. We embrace bold ideas, take daring risks, and celebrate spectacular successes—and failures. Every day is an adventure into new possibilities.

What's In It for You?

Make a global impact by working on exciting projects with a diverse team. Enjoy endless opportunities for personal and professional growth. Your ideas matter—help shape our future. Enjoy work-life balance with our flexible and hybrid schedule. Plus, competitive remuneration awaits those with the right skills and qualities.

Your role in a nutshell:

The Service Delivery Manager (SDM) is responsible for ensuring the end-to-end delivery of IT and cloud services to clients, in line with agreed service levels, budgets, and quality standards. This role acts as the primary point of contact for clients, driving operational excellence, managing escalations, and fostering strong stakeholder relationships.

What You Will Do:

Service Management & Delivery

• Oversee day-to-day service operations, ensuring SLA/OLA compliance.
• Manage incidents, service requests, and escalations in collaboration with technical teams.
• Monitor service performance, identify gaps, and implement improvement initiatives.
• Ensure seamless coordination across infrastructure, applications, and vendor partners.

Client & Stakeholder Engagement

• Serve as the primary contact for client service delivery matters.
• Conduct regular service review meetings and provide performance reports.
• Communicate service changes, deployments, and issue resolutions effectively.

Governance & Compliance

• Ensure adherence to ITIL service management practices and organizational policies.
• Maintain accurate documentation of service processes, assumptions, and baselines.
• Support billing, reporting, and compliance requirements.

Team Leadership & Coordination

• Lead and mentor service delivery teams to achieve operational goals.
• Coordinate with internal functions (HR, Finance, Operations, PMO) for staffing and resource planning.
• Proactively escalate risks and recommend solutions to leadership.

What We Look For:

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 5–7 years of experience in IT service delivery, operations, or project management.
• Experience managing service delivery in cloud, IT infrastructure, or managed services environments.
• Knowledge of ITIL v4 framework and its practical application.

Skills & Competencies

• Strong client management and communication skills.
• Ability to manage cross-functional teams and third-party vendors.
• Proficiency in SLA management, reporting, and service improvement planning.
• Strong problem-solving and decision-making skills under pressure.
• Financial acumen in tracking budgets, billing, and cost implications.

Preferred Certifications

• ITIL v4 Foundation or higher.
• PMP, PRINCE2, or equivalent project management certification.
• Cloud certifications (AWS, Azure, GCP) are an advantage.

What's next?

Tech One Philippines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, we encourage you to apply even if you think you may not match 100% of the criteria. You may surprise yourself, or we may have another opportunity that fits your potential. While we can't talk to every applicant personally, we will always try our best to make you feel listened to and supported throughout the experience.

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Paid training

Ability to commute/relocate:

• Muntinlupa: Reliably commute or planning to relocate before starting work (Preferred)

Location:

• Muntinlupa (Preferred)

Willingness to travel:

• 75% (Preferred)

Work Location: In person