IT Service Delivery Leader — Client Success & Ops

Ebizolution Inc.; Metro Manila; In loco; PHP 1.116.000 - 1.786.000; Tempo pieno

Descrizione del lavoro

Ebizolution Inc. is seeking a Service Delivery Manager to oversee IT service operations, manage client relationships, and lead the service delivery team to ensure quality outcomes. You will monitor KPIs, SLAs, and service levels while driving continuous improvement and cost efficiency.

The role requires strong leadership and stakeholder management in a fast-paced IT environment. You will collaborate with cross-functional teams to align delivery with business goals, manage incidents and

Competenze

• Bachelor's degree in Information Technology, Computer Science, Business Management, or related field.
• 3–5 years in IT service delivery, IT operations, or related areas.
• 1–2 years in a leadership or managerial role.
• Experience managing client relationships and SLAs, plus incident escalation handling.
• ITIL certification is a plus.
• Background in IT services, managed services, or BPO is preferred.

Mansioni

• Lead and manage IT service delivery operations and ensure SLA compliance.
• Build and maintain strong client relationships and manage expectations.
• Oversee service performance with KPIs, service quality, and productivity.
• Develop the service delivery team through leadership and coaching.
• Manage incident, problem, and escalation processes to timely resolution.
• Oversee budgets and resource allocation for optimal costs.
• Identify opportunities to improve efficiency and reduce costs.
• Drive continuous service improvement from client feedback and trends.
• Coordinate with internal teams to align delivery with objectives.
• Oversee IT projects and engagements to meet milestones and scope.

Conoscenze

Leadership experience

Client relationship management

IT service delivery

SLAs and KPI monitoring

Team development and coaching

Formazione

Bachelor's degree in IT / CS / Business

Descrizione del lavoro

Ebizolution Inc. is seeking a Service Delivery Manager to oversee IT service operations, manage client relationships, and lead the service delivery team to ensure quality outcomes. You will monitor KPIs, SLAs, and service levels while driving continuous improvement and cost efficiency.

The role requires strong leadership and stakeholder management in a fast-paced IT environment. You will collaborate with cross-functional teams to align delivery with business goals, manage incidents and