Development Manager - Service Delivery

Onward Worldwide Management & Consultancy; Makati; On-site; PHP 5,552,127 - 8,019,740; Full time

Job summary

Onward Worldwide Management & Consultancy is seeking a Development Manager – Service Delivery to lead global software development and application support teams. You will ensure high-quality IT services across regions, govern SLAs, and drive continuous improvement with ITIL and DevOps practices.

You will oversee SDLC, Agile teams, and cross-functional collaboration with clients and vendors to ensure reliable, secure solutions and strong customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• Master's degree or MBA is an advantage.
• Minimum 10 years in Software Development, Application Support, or IT Service Delivery.
• At least 5 years in a leadership or management role.
• Proven experience managing global or regional delivery teams in BPO/IT Services.
• Experience supporting enterprise applications across multiple industries.

Responsibilities

• Lead end-to-end service delivery, including development, maintenance, and production support.
• Ensure SLAs, OLAs, and KPIs are met; monitor performance and customer satisfaction.
• Manage major incidents, escalations, RCA, and continuous improvement using ITIL.
• Oversee SDLC, release planning, and deployment management with Agile/DevOps practices.
• Coordinate globally distributed teams and serve as primary client contact for delivery.

Skills

SDLC knowledge

Agile/Scrum/SAFe

ITIL/ITSM

DevOps/CI-CD

Cloud platforms

Monitoring & performance

API & Microservices

SQL/NoSQL

Automation & scripting

Cybersecurity basics

Education

Bachelor's in CS/IT/CE

Master's degree or MBA (advantage)

Job description

The Development Manager – Service Delivery is responsible for leading global software development and application support teams to deliver high-quality technology solutions and managed services. This role ensures the successful delivery of IT services across multiple clients, regions, and time zones while maintaining operational excellence, service quality, and customer satisfaction.

The Development Manager oversees end-to-end service delivery, including application development, production support, service operations, incident management, and continuous service improvement. The role works closely with clients, business stakeholders, project managers, architects, infrastructure teams, QA, DevOps, and third-party vendors to ensure services are delivered in accordance with contractual commitments, Service Level Agreements (SLAs), and organizational standards.

Key Responsibilities

Service Delivery Management

• Lead the end-to-end delivery of application development, maintenance, and production support services for global clients.
• Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Monitor service performance, operational health, and customer satisfaction to ensure consistent service excellence.
• Manage major incidents, service escalations, problem management, and root cause analysis (RCA) to minimize business impact.
• Drive continuous service improvement initiatives using ITIL best practices.
• Ensure high availability, reliability, scalability, and security of business-critical applications.

Development Management

• Manage the Software Development Life Cycle (SDLC) from requirements gathering through deployment and post-production support.
• Lead Agile, Scrum, and DevOps teams in delivering high-quality software solutions.
• Oversee release planning, deployment management, and application lifecycle management.
• Ensure adherence to coding standards, architecture guidelines, security requirements, and quality assurance processes.
• Promote automation, CI/CD, and DevSecOps practices to improve delivery efficiency.

Global Operations & Client Management

• Manage geographically distributed teams across multiple countries and time zones.
• Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations.
• Conduct regular governance meetings, service reviews, and executive business reviews with clients and senior leadership.
• Build and maintain strong client relationships while ensuring contractual obligations are met.
• Coordinate with offshore, nearshore, and onshore delivery teams to ensure seamless service execution.

Leadership & People Management

• Lead, mentor, coach, and develop high-performing technical and service delivery teams.
• Conduct performance management, career development, succession planning, and talent retention initiatives.
• Manage workforce planning, resource allocation, capacity planning, and utilization.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.

Governance, Risk & Compliance

• Ensure compliance with organizational policies, information security standards, audit requirements, and regulatory guidelines.
• Manage operational risks, service continuity, disaster recovery readiness, and business continuity planning.
• Oversee vendor performance and third-party service providers.
• Support internal and external audits and ensure compliance with ISO, ITIL, and industry best practices.

Financial & Delivery Management

• Manage service delivery budgets, operational costs, and resource utilization.
• Forecast staffing requirements and project demand.
• Track delivery metrics and identify opportunities to improve efficiency and reduce operational costs.
• Support business growth through delivery excellence and continuous operational improvement.

Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• Master's degree or MBA is an advantage.

Experience

• Minimum of 10 years of experience in Software Development, Application Support, or IT Service Delivery.
• At least 5 years of experience in a leadership or management role.
• Proven experience managing global or regional delivery teams within BPO, IT Services, Managed Services, Shared Services, or Global Capability Centers (GCC).
• Experience supporting enterprise applications in Hospitality, Financial Services, Gaming Casino, Sales and Marketing, Human Resources, Manpower Services, Retail, Manufacturing, or Technology industries.
• Strong experience in client-facing service delivery and stakeholder management.
• Experience managing distributed teams across multiple countries and time zones.

Technical Skills

• Strong knowledge of Software Development Life Cycle (SDLC)
• Agile, Scrum, Kanban, and SAFe methodologies
• ITIL Framework and IT Service Management (ITSM)
• Incident, Problem, Change, Release, and Service Request Management
• DevOps, CI/CD, and Release Management
• Cloud platforms (AWS, Microsoft Azure, Google Cloud Platform)
• Application Monitoring and Performance Management Tools
• API Integration and Microservices Architecture
• SQL and NoSQL Databases
• Enterprise Application Support
• Automation and Scripting
• Cybersecurity and Secure Software Development Practices

Leadership Competencies

• Strong leadership and people management skills
• Excellent client relationship and stakeholder management
• Strategic planning and execution
• Financial and budget management
• Risk and issue management
• Executive communication and presentation skills
• Decision-making and problem-solving abilities
• Cross-functional collaboration
• Change management and organizational leadership
• Customer-focused mindset with a commitment to service excellence

Preferred Certifications

• ITIL 4 Foundation or Managing Professional
• PMP or PRINCE2 Practitioner
• Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
• SAFe Agilist Certification
• Microsoft Azure, AWS, or Google Cloud Certification
• Lean Six Sigma Green Belt or Black Belt

Key Performance Indicators (KPIs)

• SLA and OLA Compliance
• Customer Satisfaction (CSAT)
• Service Availability and System Uptime
• Mean Time to Acknowledge (MTTA)
• Mean Time to Resolve (MTTR)
• Incident and Problem Resolution Performance
• Change Success Rate
• Release Quality and Deployment Success
• On-Time Delivery of Projects and Enhancements
• Team Utilization and Productivity
• Employee Engagement and Retention
• Operational Cost Efficiency
• Continuous Service Improvement Initiatives
• Client Satisfaction and Contract Compliance

Working Schedule: Work Onsite, Day Shift
Salary: OPEN for Negotiation