Service Delivery Manager – IT Operations (Mid Shift, Permanent WFH)

SUMMARY

As the company continues to expand its Philippines-based technology operations, we are seeking an experienced Service Delivery Manager to oversee the delivery and operational performance of technology services provided by the Philippines-based team.

The Service Delivery Manager will be responsible for ensuring that services consistently meet or exceed agreed SLAs, KPIs, quality standards, and client expectations. This role will work closely with international leadership, clients, technical teams, and internal stakeholders to maintain high service standards, resolve escalations, and drive continuous operational improvement.

The ideal candidate is an experienced IT Service Delivery or Operations leader with a strong background managing technical teams and delivering services to international clients. The successful candidate should have strong stakeholder management, people leadership, analytical, and problem-solving skills, combined with a solid understanding of IT service management and operational processes.

Experience within an MSP, IT services, technology, financial services, cloud infrastructure, or other 24/7 operational environment is highly preferred.

JOB RESPONSIBILITIES

• Service Delivery Management

  • Manage the overall delivery of IT and technology services provided by the Philippines-based team.
  • Ensure services consistently meet agreed SLAs, KPIs, service quality, productivity, and performance targets.
  • Monitor service performance and identify trends, risks, and opportunities for improvement.
  • Ensure effective processes are in place for incident, problem, change, escalation, and service request management.
  • Take ownership of service delivery issues and coordinate appropriate teams to ensure timely resolution.
  • Monitor recurring and high-impact incidents and drive corrective and preventive actions.
  • Ensure accurate and timely operational reporting to clients and senior management.
  • Support the delivery of 24/7 technology services where required.

• Client & Stakeholder Management

  • Develop and maintain strong relationships with international clients, senior stakeholders, technology leaders, and business teams.
  • Act as a key point of contact for service delivery-related matters and escalations.
  • Conduct and participate in regular service reviews and business reviews with clients and stakeholders.
  • Communicate service performance, risks, issues, improvement initiatives, and action plans.
  • Understand client requirements and translate them into measurable service delivery objectives.
  • Manage client expectations and ensure commitments are clearly communicated and delivered.
  • Proactively identify opportunities to improve client satisfaction and strengthen service relationships.

• Team & People Leadership

  • Lead, coach, and develop service delivery teams, team leaders, and technical professionals.
  • Establish clear performance expectations aligned with client SLAs and organizational objectives.
  • Monitor team productivity, quality, attendance, utilization, and overall performance.
  • Conduct regular performance reviews and provide coaching and development support.
  • Identify skills gaps and coordinate appropriate training and development initiatives.
  • Promote a culture of accountability, collaboration, customer focus, and continuous improvement.
  • Support workforce planning, recruitment, onboarding, and resource allocation activities.
  • Develop team leadership and succession capabilities.

• Operational Excellence & Continuous Improvement

  • Identify and implement initiatives that improve service quality, efficiency, productivity, and customer experience.
  • Review operational processes and recommend improvements where gaps or inefficiencies are identified.
  • Drive standardization of service delivery processes, documentation, reporting, and governance.
  • Analyze service performance data to identify root causes and improvement opportunities.
  • Lead or participate in continuous improvement and service transformation initiatives.
  • Ensure lessons learned from incidents and operational issues are incorporated into service improvements.
  • Promote the adoption of IT service management best practices.

• Performance, SLA & KPI Management

  • Establish, monitor, and report on service delivery SLAs, KPIs, and operational metrics.
  • Track performance against agreed targets and develop action plans for areas below expectations.
  • Prepare regular management and client reports covering service performance and operational trends.
  • Analyze performance data and provide recommendations to improve results.
  • Ensure teams understand their performance expectations and how their activities contribute to client outcomes.
  • Escalate significant service risks and performance issues to appropriate stakeholders.

• Escalation & Incident Management

  • Serve as a senior escalation point for critical or high-impact service delivery issues.
  • Coordinate cross-functional teams during major incidents and customer-impacting events.
  • Ensure timely communication to relevant stakeholders throughout the escalation process.
  • Lead post-incident reviews and ensure appropriate corrective actions are implemented.
  • Monitor aging, recurring, and stalled tickets to ensure appropriate ownership and resolution.
  • Identify systemic issues and work with technical teams to prevent recurrence.

• Governance, Risk & Compliance

  • Ensure service delivery activities comply with organizational policies, client requirements, security standards, and operational procedures.
  • Maintain appropriate service delivery documentation, processes, and governance controls.
  • Identify and proactively manage operational and service delivery risks.
  • Support internal and external audits, compliance initiatives, and business continuity activities where applicable.
  • Ensure sensitive customer and technology information is handled appropriately.
  • Maintain appropriate escalation and risk management processes.

• Resource & Operational Planning

  • Work with leadership to forecast staffing and resource requirements based on service demand and business growth.
  • Monitor team capacity, workload, productivity, and utilization.
  • Recommend appropriate staffing and resource allocation strategies.
  • Partner with Recruitment and HR teams to support hiring and workforce planning.
  • Support onboarding and integration of new team members and services.
  • Ensure adequate operational coverage to meet client and business requirements.

QUALIFICATIONS

• 10+ years of professional experience in IT service delivery, IT operations, managed services, technology services, or a related field.
• 8+ years of leadership or management experience, preferably managing technical teams, team leaders, or service delivery functions.
• Proven experience managing IT service delivery for international clients or stakeholders.
• Strong understanding of SLAs, KPIs, service management, operational metrics, and performance reporting.
• Experience managing escalations, major incidents, service issues, and customer-impacting events.
• Experience working with UK, US, European, or other international clients and teams.
• Experience in an MSP, IT outsourcing, technology services, cloud, financial services, or other business-critical technology environment is highly preferred.
• Experience supporting 24/7 operations or high-availability technology environments is an advantage.
• Strong understanding of IT infrastructure, cloud, networking, service desk, NOC, systems operations, or related technology functions.
• Demonstrated experience in team leadership, coaching, performance management, and workforce planning.
• Excellent written and verbal English communication skills.
• Strong stakeholder management, analytical, problem-solving, and decision-making skills.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent mid-shift schedule.