Service Delivery Lead

PHET Enterprise Services (AP) Limited, Philippines Regional Operating Headquarters; Petaling Jaya; Hybrid; MYR 190,000 - 260,000; Full time

Job summary

DXC Technology is seeking a Service Delivery Lead to manage end-to-end delivery of shared or managed services, ensuring SLA, KPI, and customer satisfaction targets are met. The role acts as the primary operational liaison among customers, stakeholders, and delivery teams, driving governance, risk management, and continuous improvement.

The candidate will lead day-to-day operations, manage customer relationships, and oversee governance, security, and compliance while promoting service excellence

Qualifications

• 8–12 years of experience in IT Services, Shared Services, Managed Services, or Business Process Services.
• 3–5 years of leadership experience in service delivery or operations management.
• Strong experience in customer management, service governance, and operational performance management.

Responsibilities

• Lead day-to-day service delivery operations and ensure achievement of service performance targets.
• Manage customer relationships, service reviews, escalations, and stakeholder communications.
• Ensure compliance with ITIL best practices, governance frameworks, security requirements, and audit controls.
• Drive continuous service improvement, automation, root cause analysis, and operational efficiency initiatives.
• Monitor and report on service performance, risks, customer satisfaction, and improvement plans.
• Support budgeting, forecasting, contract management, and commercial objectives.
• Lead, coach, and develop service delivery teams while ensuring effective resource planning and workforce management.

Skills

Service Delivery

ITIL Service Management

SLA/KPI Management

Customer Management

Incident/Change Management

Leadership

Governance & Risk

Financial Acumen

ITSM Tools

Tools

ServiceNow

Remedy

ServiceDesk Plus

Job description

Job Description: The Service Delivery Lead is responsible for managing the end-to-end delivery of shared or managed services, ensuring SLA, KPI, contractual, and customer satisfaction targets are consistently achieved. The role serves as the primary operational liaison between customers, stakeholders, and delivery teams while driving service excellence, governance, risk management, and continuous improvement initiatives.

Key Responsibilities

• Lead day-to-day service delivery operations and ensure achievement of service performance targets.
• Manage customer relationships, service reviews, escalations, and stakeholder communications.
• Ensure compliance with ITIL best practices, governance frameworks, security requirements, and audit controls.
• Drive continuous service improvement, automation, root cause analysis, and operational efficiency initiatives.
• Monitor and report on service performance, risks, customer satisfaction, and improvement plans.
• Support budgeting, forecasting, contract management, and commercial objectives.
• Lead, coach, and develop service delivery teams while ensuring effective resource planning and workforce management.

Required Experience

• 8-12 years of experience in IT Services, Shared Services, Managed Services, or Business Process Services.
• 3-5 years of leadership experience in service delivery or operations management.
• Strong experience in customer management, service governance, and operational performance management.
• Experience working in enterprise, outsourced, or multi-vendor environments is preferred.

Key Skills

• Service Delivery & ITIL Service Management
• SLA/KPI Management
• Customer & Stakeholder Management
• Incident, Problem & Change Management
• Leadership & Team Development
• Governance, Risk & Compliance
• Financial & Commercial Acumen
• ITSM Tools (ServiceNow, Remedy, ServiceDesk Plus) and Service Analytics

Success Metrics

SLA/KPI achievement, customer satisfaction (CSAT), service stability, escalation management, continuous improvement delivery, audit compliance, financial performance, and employee engagement.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.