Service Delivery Manager
Summary
Oversees end-to-end IT and application support services in Makati City, leading technical teams, enforcing SLAs, managing incidents and escalations, and reporting service performance to stakeholders. Requires 10+ years in IT service delivery/operations; SAP experience is a plus.
Salary: ₱90,000 – ₱110,000 per month
Qualifications:
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
10+ years of experience in IT service delivery, application support, IT operations, or related areas.
Experience managing technical teams and enterprise IT services.
Strong understanding of service management, SLAs, incident management, and operational processes.
Experience with SAP or other enterprise systems is an advantage.
Strong leadership, communication, stakeholder management, and problem-solving skills.
Ability to manage multiple priorities and drive teams toward service excellence and continuous improvement.
Key Responsibilities:
Oversee the end-to-end delivery of IT and application support services, ensuring stable, reliable, and responsive operations.
Lead and manage technical teams, including task assignment, resource planning, progress monitoring, performance management, and regular feedback.
Ensure services are delivered on time, within agreed standards, and in accordance with SLAs and business requirements.
Monitor service performance, identify risks and issues, and drive continuous improvement initiatives.
Coordinate with business stakeholders, technical teams, vendors, and other support functions to ensure effective service delivery.
Manage escalations and ensure timely incident, problem, and service request resolution.
Prepare and communicate service performance reports, operational updates, and key metrics to stakeholders.
Promote best practices in IT operations, service management, governance, and quality assurance.