Service Delivery Manager
Salary: ₱85,000 – ₱100,000 per month
About the role
We are looking for an experienced and customer-focused Service Delivery Manager to oversee service delivery for a portfolio of enterprise and strategic clients. The ideal candidate will act as a trusted customer advocate, ensuring service excellence, contractual compliance, and strong client relationships while driving continuous improvement across managed IT services. In this role, you will collaborate with technical support, professional services, customer success, and account management teams to ensure service level agreements (SLAs) are met, incidents are managed effectively, and customers receive high-quality, reliable IT services.
Key responsibilities
Oversee end-to-end service delivery for assigned enterprise and strategic customers, ensuring contractual obligations and service level agreements are met
Lead regular customer service review meetings to discuss service performance, quality, operational processes, and improvement opportunities
Coordinate with internal teams and third-party providers to resolve service issues and achieve customer objectives
Oversee major incidents and ensure timely post-incident reporting, root cause analysis, and corrective actions
Monitor service performance, identify trends, and provide actionable insights and recommendations
Develop and implement Service Improvement Plans (SIPs) to enhance service quality and operational efficiency
Build and maintain strong relationships with customers, serving as their primary advocate within the organization
Work closely with Customer Success and Account Management teams to improve customer satisfaction and retention
Maintain accurate customer support documentation, service processes, and contractual records
Follow and promote ITIL-based processes for incident, problem, and change management
About you
Relevant experience in IT service delivery, service management, or managed services
Experience working with Microsoft 365 and its applications
Knowledge of ITIL-based service management processes, including incident, problem, and change management
Familiarity with ServiceNow or similar IT service management platforms is preferred
Understanding of network technologies and data services, including SD-WAN, MPLS, and IPsec
Knowledge of cloud service concepts, including AWS, Microsoft Azure, and private cloud environments
Experience managing enterprise customers, service level agreements, and major incident escalations
ITIL 4 certification is required
Excellent verbal and written communication skills
Strong customer relationship management and stakeholder engagement abilities