Service Delivery Manager
Summary
Service Delivery Manager at NCS Philippines (Taguig City) who drives revenue, profitability, and operational excellence for the Managed Services and DevOps business units — owning SLAs, service portfolio management, client partnerships, and delivery quality. Requires 10+ years in IT with 3+ years managing IT service delivery for international clients and ITSM tool experience (JIRA, ServiceNow).
About the role
Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units. This includes setting financial goals and managing resources to achieve business objectives and maximize value. Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth. Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company's overarching business goals and priorities, maximizing the value of investment. Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services and DevOps market.
Key responsibilities
Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units
Set financial goals and manage resources to achieve business objectives and maximize value
Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business
Drive Service Portfolio Management to ensure the right mix of services offered are aligned to the Company's overarching business goals and priorities
Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage
Establish policies and procedures designed to ensure consistently high service performance in service delivery and total customer experience
Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions
Provide functional, technical, and process leadership on Service Delivery management by leveraging customer feedback analysis, Customer Satisfaction Index (CSI), and other analytical tools
Own the Service Level Agreement and all other contractual obligations as the Managed Service Provider
Effectively manage the implementation of contractual obligations including the risks involved throughout the contract
About you
Bachelor's or Master's Degree in IT, Computer Science, Engineering, or any related course
At least 3 years of experience in a managerial role for IT Service Delivery Operations for international clients
At least 10 years of experience as an IT Professional, with 3 years experience in Operations and Project Management
At least 5 years experience in any IT Technical role – developer, system administrator, DBA, solutions architect, network management
At least 2 years of experience in handling IT Application Development projects
Demonstrated track record in successful service delivery and application of IT management practices, methodologies and tools
Proven success in providing leadership for applications support teams by building and motivating team members to meet service delivery KPIs
Experience and working understanding of ITSM tools (JIRA, ServiceNow, etc)
Strong leadership skills and the ability to manage a team
Excellent problem-solving and analytical skills, solid relationship management and performance management skills