IT Lead Service Delivery Manager

Michael Page; Philippines; On-site; PHP 2,400,000 - 3,600,000; Full time

Benefits offered by this job

OT Pay

Night differential

Complete compensation package

Job summary

Michael Page is seeking a seasoned leader to head a regional and global IT services delivery team in a major multinational environment. The role requires steering multiple global projects, aligning delivery with contractual commitments and service levels across time zones.

You will drive operational excellence, manage client relationships at senior levels, and mentor a high-performing team while ensuring profitability and adherence to ITIL-based processes.

Qualifications

• 10+ years in service delivery, operations management, or IT project management, with at least 5 years in a leadership role.
• Strong background in IT outsourcing, break-fix or managed services operations.

Responsibilities

• Lead and oversee a geographically dispersed team of Service Delivery Managers and Team Leads.
• Establish and manage delivery plans, milestones, and service targets.

Skills

Leadership

English communication

Stakeholder management

Organizational skills

Travel flexibility

Tools

ITIL

Job description

• Lead a regional and global IT team in a well-established company
• Complete compensation package

About Our Client

A Germany-based global IT services company that specialises in delivering IT infrastructure support, field services, data centre services, and device lifecycle management on behalf of major technology vendors and global system integrators.

Job Description

Service Delivery Leadership

• Lead and oversee a geographically dispersed team of Service Delivery Managers and Team Leads, ensuring successful execution of customer commitments and operational objectives.
• Establish and manage delivery plans, milestones, and service targets to achieve high-quality outcomes.
• Drive the successful delivery of multiple global projects simultaneously within a fast-paced, agile environment.
• Ensure adherence to company standards, policies, and service delivery best practices.
• Coordinate priorities across concurrent initiatives while maintaining operational excellence.

Client & Stakeholder Management

• Act as the primary operational liaison for customers, managing relationships at both strategic and day-to-day levels.
• Build trusted partnerships with senior stakeholders and proactively manage customer expectations.

Operational Excellence & Continuous Improvement

• Monitor service performance, ensuring efficient, cost-effective, and high-quality delivery.
• Identify opportunities to enhance processes, improve operational efficiency, and strengthen service outcomes.
• Assess risks, track performance metrics, and implement improvement initiatives.

People Leadership & Talent Development

• Coach, mentor, and develop Service Delivery Managers to build a high-performing leadership team.
• Support talent acquisition efforts and cultivate future leaders within the organization.
• Enable teams to consistently deliver exceptional customer service while meeting quality and profitability targets.

Financial & Resource Oversight

• Manage resource allocation, budgets, project profitability, and cost controls to ensure business success.
• Oversee vendor performance and maintain strong supplier relationships to support service excellence.

Project Transition & Implementation

• Provide leadership and guidance throughout project onboarding, transition, and implementation activities to ensure seamless service delivery.

The Successful Applicant

Required Qualifications:

• Minimum 10 years of experience in service delivery, operations management, or IT project management, with at least 5 years in a leadership role.
• Strong background in IT outsourcing, computer break-fix services, or managed services operations (mandatory).
• Preferably with previous experience in global IT company such as global IT service provider/IT outsourcing/IT consulting or global IT product / service maintenance company (computers, server, network, or data centre product) with maintenance support responsibility or experiences in managing complex project/services for American region.
• Familiarity with ITIL or other service management frameworks.
• Excellent organizational skills and attention to details
• Amenable to travel (depending on business needs)
• Strong influencing and communication in English, both verbal and written, to engage both internal and external stakeholders at all levels
• Amenable to work night shift (match the US CST timezone)
• Ok to work onsite/in the office - North Tower 1, SM North EDSA

What's on Offer

• Lead a regional and global team in a well-established company
• Complete compensation package
• OT Pay and Night Differential