Enterprise IT Service Delivery Lead

Eastvantage Group; Taguig; Híbrido; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Eastvantage Group is seeking an experienced Service Delivery Manager to oversee end-to-end service delivery for enterprise clients, acting as the trusted customer advocate to ensure service excellence and strong relationships while driving improvements across managed IT services. You will collaborate with technical support, professional services, customer success, and account management to meet SLAs, manage incidents, and deliver high-quality IT services.

Location: Taguig, Philippines.

Formación

• Experience in IT service delivery or managed services.
• Knowledge of ITIL-based service management processes.
• Familiarity with IT service management platforms (ServiceNow or similar).
• Experience with major incident management and escalations.
• Understanding of cloud services (AWS/Azure) is a plus.

Responsabilidades

• Oversee end-to-end service delivery for enterprise and strategic customers, ensuring SLAs and contractual obligations are met.
• Lead customer review meetings to discuss performance and improvement opportunities.
• Coordinate with internal teams and third-party providers to resolve issues and meet customer objectives.
• Manage major incidents with timely post-incident reporting and root cause analysis.

Conocimientos

Communication

Customer relationships

Stakeholder engagement

Time management

Analytical thinking

Problem solving

Cross-functional collaboration

Adaptability

Educación

ITIL 4 Certification

Herramientas

ServiceNow

Microsoft 365

Descripción del empleo

Eastvantage Group is seeking an experienced Service Delivery Manager to oversee end-to-end service delivery for enterprise clients, acting as the trusted customer advocate to ensure service excellence and strong relationships while driving improvements across managed IT services. You will collaborate with technical support, professional services, customer success, and account management to meet SLAs, manage incidents, and deliver high-quality IT services.

Location: Taguig, Philippines.