IT Service Delivery Manager

Company Overview:
NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

About the role:
NCS Philippines is seeking an IT Service Delivery Manager to join our organisation in Makati City, Metro Manila. This is a full-time position that plays a crucial role in ensuring the seamless delivery of IT services to our clients and internal stakeholders. As IT Service Delivery Manager, you will be responsible for overseeing the end-to-end delivery of IT services, maintaining service quality standards, and driving continuous improvement across our service delivery operations. This role is strategically important to NCS Philippines as it directly impacts client satisfaction, operational efficiency, and the overall success of our IT service portfolio.

Key responsibilities:

• Oversee and manage the delivery of IT services to clients, ensuring adherence to Service Level Agreements (SLAs) and contractual obligations

• Monitor and report on key performance indicators (KPIs) and service metrics to identify areas for improvement and optimisation

• Lead and manage IT service delivery teams, including scheduling, resource allocation, and performance management

• Develop and implement service delivery processes, procedures, and best practices aligned with ITIL frameworks

• Manage client relationships and serve as the primary point of contact for escalations and service-related inquiries

• Identify service improvement opportunities and implement process enhancements to increase efficiency and reduce costs

• Coordinate with other departments to ensure effective collaboration and alignment of IT services with business objectives

• Prepare and present regular service performance reports and dashboards to stakeholders and management

• Manage service incidents and problems, ensuring timely resolution and communication with affected parties

• Contribute to capacity planning and forecasting to support business growth and service expansion

What we're looking for:

• 5+ years of experience in IT service delivery, service management, or a similar operational IT management role

• Strong knowledge of ITIL best practices and familiarity with IT service management tools and platforms

• Proven experience in managing IT service delivery teams and achieving measurable results

• Excellent understanding of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service metrics

• Demonstrated ability to manage multiple projects and priorities simultaneously whilst maintaining attention to detail

• Strong problem-solving skills with the ability to identify root causes and implement effective solutions

• Excellent communication and interpersonal skills with the ability to engage effectively with clients and internal teams

• Experience with IT service management software and monitoring tools

• Leadership capabilities and experience motivating and developing team members

• Bachelor's degree in Information Technology, Business Administration, or a related field

• Professional certifications such as ITIL Foundation, ITIL Practitioner, or equivalent qualifications are highly desirable

What we offer:

NCS Philippines is committed to providing an environment where talented professionals can thrive and develop their careers. We offer competitive compensation packages, performance-based incentives, and opportunities for professional development and advancement. Our company supports work-life balance through flexible working arrangements and wellness initiatives designed to support employee wellbeing. We provide access to training programmes, certifications, and skill development opportunities to help you advance your career within the organisation. Additionally, we offer comprehensive benefits including health insurance, retirement plans, and employee assistance programmes. At NCS Philippines, we value diversity, innovation, and collaboration, and we are committed to creating a supportive workplace culture where every team member can contribute their best work.