Associate Delivery Lead (Service Desk Account)

Tech Mahindra; Philippines; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

Tech Mahindra is seeking a senior operations leader to oversee end-to-end service delivery for large-scale IT helpdesk and support operations in Manila. You will drive client satisfaction, operational excellence, and financial performance across multiple sites.

The role requires 8+ years in IT service delivery, with at least 4+ years in senior leadership, and strong ITIL, ServiceNow/Jira expertise. You will lead 300+ FTEs, manage governance, and foster a high-performance culture.

Qualifications

• Bachelor’s degree required; Master’s preferred.
• 8+ years IT service delivery experience.
• 4+ years in senior leadership or equivalent.
• Strong ITIL, ServiceNow/Jira, and service management expertise.

Responsibilities

• Oversee end-to-end service delivery for large IT support operations.
• Act as primary escalation point and manage client relationships.
• Own P&L, budgeting, forecasting, and cost optimization.
• Lead large teams (300+ FTEs) across multiple sites with governance.
• Develop talent, retention strategies, and succession planning.

Skills

Strategic leadership

Client management

Financial acumen

Analytical thinking

Stakeholder management

Education

Bachelor’s degree

Master’s degree preferred

Tools

ITIL

ServiceNow

Jira

Job description

Role Overview:

A senior operations leader responsible is for end-to-end service delivery of large-scale service desk and IT support operations, ensuring client satisfaction, operational excellence, and financial performance.

Key Responsibilities:

Operations Management:

• Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards, while driving SLA/KPI performance and continuous improvement initiatives (Lean, Six Sigma, automation).

Client Management:

• Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement to enhance service delivery.

Financial Oversight:

• Own P&L, budgeting, forecasting, and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities.

Leadership & Governance:

• Lead large-scale teams (300+ FTEs) across multiple sites; ensure compliance, risk management, and governance standards are met.

People Development:

• Manage performance, coach teams, drive talent development, retention, and succession planning, and foster a high-performance culture.

Qualifications:

• Bachelor’s degree (Master’s preferred)


• 8+ years IT service delivery experience, including 4+ years in senior leadership


• Strong ITIL, ServiceNow/Jira, and service management expertise


• Proven client management and commercial acumen

Core Competencies

• Strategic + execution-focused


• Client-centric mindset


• Strong financial & analytical skills


• Excellent stakeholder management


• High ownership and problem-solving ability

Quick Snapshot

Location: Manila (multi-site flexibility)

• Scope: Large-scale IT/BPS operations (300+ FTEs)


• Work: Shift-based (including weekends/holidays)