Senior Service Delivery Manager
About the role
Lead a 24/7 global service delivery organization. Own client success, operational performance, profitability, and leadership development from BGC, Taguig.
This is a senior leadership role for someone who can lead managers, strengthen client relationships, improve service performance, drive retention, and protect account profitability.
You will have direct visibility with executive leadership and the opportunity to shape service delivery strategy across a global managed-services organization.
Key responsibilities
Own client satisfaction, retention, executive relationships, service reviews, and recovery plans for at-risk accounts
Drive SLA performance, ticket resolution, incident management, service quality, and continuous improvement across 24/7 operations
Lead and develop managers and team leads, strengthen succession pipelines, and improve employee engagement and retention
Manage budgets, account profitability, resource utilization, forecasting, and out-of-scope service requirements
Improve delivery through process optimization, automation, knowledge management, and AI-enabled solutions
Partner with US clients and cross-functional teams across the US, Philippines, and India
About you
10+ years of experience in IT services, including at least 5 years leading service delivery in an MSP or outsourced IT environment
Proven experience leading managers and multi-layer teams supporting 24/7 operations
Demonstrated success improving client satisfaction, service performance, and account retention
Strong commercial acumen across budgeting, forecasting, resource planning, and profitability
Hands-on experience with ConnectWise or a comparable PSA/service-management platform
Strong executive communication, escalation management, and stakeholder leadership skills
Bachelor's degree or equivalent professional experience
Preferred: ITIL certification, experience in NOC/SOC, cloud or cybersecurity services, and leadership of distributed global teams
Benefits
Senior leadership ownership with direct global executive visibility
Competitive compensation and performance bonus
HMO coverage with dependents, Life Insurance, 13th-month pay, non-taxable allowances
Free Meals, Shuttle Services
Fixed weekends off, subject to operational incident requirements
Leadership development and career growth within a global MSP
Premium BGC workplace and company-provided IT equipment
About us
IT By Design is a global managed-services and IT infrastructure company serving technology partners across the US and international markets. Our services include 24/7 help desk, network operations, cybersecurity, cloud, and business continuity.