Service Delivery Manager
Manila, Philippines On-site
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About the role
Job Description: • Serve as the primary point of contact for service delivery matters • Ensure services are delivered in accordance with SLAs and quality standards • Monitor KPIs (response time, resolution time, uptime, customer satisfaction) • Manage escalations and ensure timely issue resolution • Lead incident management and post-incident reviews (RCA) • Coordinate service transitions, upgrades, and changes • Provide regular service performance reports to clients and senior management • Lead and support service delivery teams to meet operational targets • Drive continuous service improvement initiatives Requirements Qualifications: • Bachelor’s degree in IT, Engineering, or related field • 2 years of experience in service delivery, IT operations, or managed services • Proven experience managing client relationships in SLA driven environments • Strong knowledge of incident, problem, and change management processes • Experience leading cross functional technical teams • Strong reporting and documentation skills • ITIL certification (preferred)
What you'll bring
- Bachelor’s degree in IT, Engineering, or related field
- 2 years of experience in service delivery, IT operations, or managed services
- Proven experience managing client relationships in SLA driven environments
- Strong knowledge of incident, problem, and change management processes
- Experience leading cross functional technical teams
- Strong reporting and documentation skills
- ITIL certification (preferred)