Bilingual Service Delivery Manager - Asia (IT Service, Vendor/MSP)

Par Excellence Search Consulting Inc; Makati; Hybrid; PHP 1,200,000 - 2,100,000; Full time

Job summary

Par Excellence Search Consulting Inc in Ayala, Makati, Philippines, invites applications for a Bilingual Service Delivery Manager to oversee IT service delivery across Asia. You will partner with regional IT teams, business stakeholders, and external providers to ensure reliable service, governance, and continuous improvement.

The role offers a hybrid work setup (2 days onsite, 3 days WFH) with Mon-Fri days.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 12+ years in IT Service Management or Service Delivery.
• 8+ years in a global manufacturing org managing Shared IT Services.
• Strong knowledge of ITIL; ITIL 4 Foundation preferred.
• Fluent English; Asian language skills (Thai, Mandarin, or Japanese) are a plus.
• Experience handling high-priority escalations and cross-functional coordination.
• Proficiency with ITSM tools such as ServiceNow or BMC Helix.
• Familiarity with ISO 27001, PCI-DSS, or SOC is a plus.

Responsibilities

• Build strong relationships with business leaders and stakeholders.
• Act as IT partner, communicating performance, risks, and priorities.
• Drive adoption of global IT standards while respecting local requirements.
• Identify IT service risks and oversee demand intake and prioritization.
• Work with infrastructure teams on capacity planning for critical services.
• Ensure new services are ready before go-live and monitor SLAs/OLAs.
• Escalation point for major incidents with RCA and corrective actions.
• Lead CSI initiatives for efficiency, cost optimization, and user satisfaction.
• Monitor external providers and budget IT services regionally.
• Conduct service reviews and maintain stakeholder communication.

Skills

ITIL

Service Delivery

Stakeholder mgmt

Vendor management

ServiceNow

CSI

Risk management

Communication

Cross-cultural

Education

Bachelor's degree

Tools

ServiceNow

BMC Helix

Job description

Bilingual Service Delivery Manager - Asia (IT Service, Vendor/MSP)

Global technology organization establishing a Philippines-based Center of Excellence to drive enterprise-wide ESM transformation, service architecture, governance, and innovation.

Work SetUp: Hybrid; 2 days onsite, 3 days WFH

Work Sched: Mon-Fri, Normal dayshift hours

Work Location: Ayala, Makati

Bilingual Service Delivery Manager - Asia

About the Role

We are looking for a Service Delivery Manager to oversee the delivery and quality of IT services supporting business operations across the region. The role works closely with business stakeholders, regional IT teams, technical specialists, and external technology providers to ensure reliable service delivery, effective governance, and continuous service improvement.

Key Responsibilities

Build and maintain strong relationships with business leaders and key stakeholders.

Act as a trusted IT partner, communicating service performance, risks, and priorities clearly.

Drive adoption of global IT standards, processes, and tools while considering local business and regulatory requirements.

Identify and manage IT service risks and oversee demand intake and prioritization.

Work with infrastructure and technical teams on capacity planning for critical services.

Ensure new services and major application deployments are operationally ready before go-live.

Monitor and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Act as an escalation point for high-priority incidents and drive root cause analysis and corrective actions.

Lead Continuous Service Improvement (CSI) initiatives focused on efficiency, cost optimization, and user satisfaction.

Work with vendor management teams to monitor external providers against contractual obligations.

Support budgeting and cost-effectiveness of regional IT services.

Conduct service reviews and maintain effective communication with regional stakeholders.

Requirements

Bachelor's degree in a relevant field such as Engineering or Computer Science, or equivalent experience.

12+ years of progressive experience in IT Service Management or Service Delivery.

8+ years of direct experience in a global manufacturing organization managing Shared IT Services.

Strong knowledge of the ITIL framework; ITIL 4 Foundation certification is highly preferred.

Fluency in English and can speak other Asia language, such as Thai, Mandarin, or Japanese.

Strong cross-cultural communication, interpersonal, and influencing skills, including the ability to work across geographies without direct authority.

Experience handling high-priority service escalations, coordinating cross-functional teams, and maintaining stakeholder confidence during critical incidents.

Strong analytical and diagnostic skills, including root cause analysis and corrective action.

Proficiency with IT Service Management tools such as ServiceNow or BMC Helix.

Familiarity with IT governance and compliance frameworks such as ISO 27001, PCI-DSS, or SOC is a plus.

Willingness to travel within ASEAN countries as required.

Key Performance Areas

Critical incident resolution within agreed SLA targets

Repeat incident prevention and completion of RCA actions

Regional service desk and ticket resolution performance

Regional core IT service health

Demand intake and governance

Effectiveness of service review meetings