Global MSP Service Delivery Leader - 24/7 Ops & Exec Impact

IT BY DESIGN; Taguig; On-site; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

HMO coverage with dependents

Life Insurance

13th-month pay

Non-taxable allowances

Free Meals

Shuttle Services

Fixed weekends off

Leadership development and career grow

Premium BGC workplace and IT equipment

Job summary

IT By Design is seeking a proven MSP Service Delivery Leader to guide a 24/7 global service delivery organization from BGC, Taguig. This senior role focuses on client success, operational performance, profitability, and leadership development, with direct visibility to executive leadership.

You will lead managers and teams supporting US clients, drive SLA performance, improve service delivery, and shape delivery strategy across the US, Philippines, and India.

Qualifications

• 10+ years of experience in IT services, including at least 5 years leading service delivery in an MSP or outsourced IT environment.
• Proven experience leading managers and multi-layer teams supporting 24/7 operations.
• Demonstrated success improving client satisfaction, service performance, and account retention.
• Strong commercial acumen across budgeting, forecasting, resource planning, and profitability.
• Hands-on experience with ConnectWise or a comparable PSA/service-management platform.
• Strong executive communication, escalation management, and stakeholder leadership skills.
• Bachelor's degree or equivalent professional experience.

Responsibilities

• Own client satisfaction, retention, executive relationships, service reviews, and recovery plans for at-risk accounts.
• Drive SLA performance, ticket resolution, incident management, service quality, and continuous improvement across 24/7 operations.
• Lead and develop managers and team leads, strengthen succession pipelines, and improve employee engagement and retention.
• Manage budgets, account profitability, resource utilization, forecasting, and out-of-scope service requirements.
• Improve delivery through process optimization, automation, knowledge management, and AI-enabled solutions.
• Partner with US clients and cross-functional teams across the US, Philippines, and India.

Skills

Client relationships

Leadership

Service delivery

Budgeting & forecasting

Executive communication

ConnectWise

Education

Bachelor's degree or equivalent professional experience

Tools

ConnectWise

Job description

IT By Design is seeking a proven MSP Service Delivery Leader to guide a 24/7 global service delivery organization from BGC, Taguig. This senior role focuses on client success, operational performance, profitability, and leadership development, with direct visibility to executive leadership.

You will lead managers and teams supporting US clients, drive SLA performance, improve service delivery, and shape delivery strategy across the US, Philippines, and India.