IT Service Delivery Manager

Latte Search; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Training and Development Programs

Unlimited Career advancement

Health Care Plan (HMO) with Dental and

Group Life and Accident Insurance

Sick and Vacation Leave

Bereavement Leave

13th Month Pay

Government Mandated Benefits

Job summary

IT AMERICANO is seeking a Service & Incident Manager to ensure reliable IT/web service delivery and lead incident response. The role balances operational firefighting with service governance, driving incident resolution, SLA compliance, and continuous improvement. Strong coordination with clients and vendors is essential.

The position emphasizes clear stakeholder communication, incident RCA, and ongoing service documentation to support a stable delivery environment for Asia-wide clients.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 3+ years of experience in IT service operations, incident management, or service delivery.
• Familiarity with ITIL (Incident, Problem, Change, Service Delivery).
• Strong understanding of web service infrastructure, monitoring, and support processes.
• Excellent communication, stakeholder management, and crisis-handling skills.
• Ability to balance technical detail with business-level communication.

Responsibilities

• Lead the response to major incidents and outages, coordinating across technical and support teams.
• Act as the single point of contact (SPOC) for incident escalation.
• Ensure clear communication and timely updates to stakeholders during incidents.
• Drive post-incident reviews and root cause analysis (RCA).
• Maintain incident records, reports, and lessons learned for continuous improvement.
• Own and govern the service delivery framework (SLA, KPI, OLA management).
• Ensure services are delivered consistently and within agreed performance targets.
• Conduct regular service reviews with clients and/or business stakeholders.
• Work with vendors/partners to ensure out-of-scope areas meet agreed SLAs.
• Develop and maintain service documentation, playbooks, and escalation procedures.

Skills

Incident management

SLA management

Stakeholder management

Crisis handling

Strong communication

Education

Bachelor's degree in IT/CS

Tools

ITIL familiarity

Job description

About the role

The Service & Incident Manager ensures the reliable delivery of IT/web services to clients while also leading the response to critical incidents. This role balances operational firefighting with strategic service governance — driving incident resolution, service quality, SLA compliance, and continuous improvement. The role requires both strong technical coordination skills and the ability to manage client/vendor relationships.

Key responsibilities

• Lead the response to major incidents and outages, coordinating across technical and support teams
• Act as the single point of contact (SPOC) for incident escalation
• Ensure clear communication and timely updates to stakeholders during incidents
• Drive post-incident reviews and root cause analysis (RCA)
• Maintain incident records, reports, and lessons learned for continuous improvement
• Own and govern the service delivery framework (SLA, KPI, OLA management)
• Ensure services are delivered consistently and within agreed performance targets
• Conduct regular service reviews with clients and/or business stakeholders
• Work with vendors/partners to ensure out-of-scope areas (power, ISP, hosting, etc.) meet agreed SLAs
• Develop and maintain service documentation, playbooks, and escalation procedures

About you

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• 3+ years of experience in IT service operations, incident management, or service delivery
• Familiarity with ITIL (Incident, Problem, Change, Service Delivery)
• Strong understanding of web service infrastructure, monitoring, and support processes
• Excellent communication, stakeholder management, and crisis-handling skills
• Ability to balance technical detail with business-level communication

Benefits

• Training and Development Programs
• Unlimited Career advancement opportunities
• Work at Office Incentives
• Health Care Plan (HMO) with Dental and Vision upon regularization
• Group Life and Accident Insurance upon regularization
• Sick and Vacation Leave upon regularization
• Bereavement Leave of 3 days upon regularization
• Healthy and Encouraging Work Environment
• 13th Month Pay as mandated by the Philippine Government
• Government Mandated Benefits (SSS, PHIC and Pag-ibig)

About us

IT AMERICANO is an international company and one of the emerging leaders among the IT service and Software solutions providers in Asia. We are dedicated to providing world-class services, innovative ideas, and cutting-edge technological solutions that aim to deliver beyond our client's expectations. We achieve excellence by inspiring growth among our employees, challenging them to reach their maximum potential, and inspiring them to be the best version of themselves. The Company's Vision is to become the number one IT business outsourcing company in Asia by 2027.