IT Service Delivery Manager

MicroSourcing; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Healthcare coverage on day one incl. 1

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Permanent work-from-home

Job summary

MicroSourcing is seeking an IT Service Delivery Manager to lead the IT Service Desk, ensure SLA governance, and provide hands-on support for Microsoft 365, Entra ID, and enterprise apps. This permanent work-from-home role requires strong leadership, vendor coordination, and adherence to InfoSec standards.

You will drive operational excellence, manage changes, and report KPIs while supporting a globally distributed environment and night shift operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 3–5 years in IT Service Desk, Enterprise Applications, or IT Operations with leadership or coordination experience.
• Experience in a BPO environment.
• Hands-on with Microsoft 365, Entra ID, enterprise applications, and ITSM platforms.
• Excellent troubleshooting, communication and stakeholder management; able to work permanent night shifts.

Responsibilities

• Lead day-to-day IT Service Desk operations; ensure ticket management, SLA adherence, and quality end-user support.
• Provide hands-on support for complex issues across Microsoft 365, Entra ID, and enterprise apps.
• Administer and coordinate enterprise SaaS apps (Microsoft 365, Salesforce, QuickBooks, ManageEngine ServiceDesk Plus) with vendors.
• Monitor system integrations; troubleshoot authentication, SSO, API and data sync; support implementations.
• Maintain IT documentation, KPI reporting, change processes, and InfoSec compliance.

Skills

IT Service Desk Leadership

Microsoft 365

Microsoft Entra ID

ITSM platforms

SLA management

Stakeholder management

Night shift

Enterprise applications

Education

Bachelor's degree in IT / CS / IS

Tools

ManageEngine ServiceDesk Plus

ServiceNow

Salesforce

Job description

Discover your 100% YOU with MicroSourcing!

Position:

IT Service Delivery Manager

Location:

Philippines

Work setup & shift:

Permanent Work From Home | Night Shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with a permanent work-from-home setup.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an IT Service Delivery Manager, you will:

• Lead the day-to-day operations of the IT Service Desk, ensuring efficient ticket management, SLA compliance, and high-quality end-user support.
• Provide hands-on technical support for complex issues involving Microsoft 365, Entra ID, enterprise applications, endpoints, and user access management.
• Administer and support enterprise SaaS applications, including Microsoft 365, Salesforce, QuickBooks, and ManageEngine ServiceDesk Plus, while coordinating with vendors and stakeholders.
• Monitor enterprise system integrations, troubleshoot authentication, SSO, API, and synchronization issues, and support application implementations and enhancements.
• Drive operational excellence by maintaining IT documentation, KPI reporting, change management processes, and ensuring compliance with Information Security (InfoSec) standards.

What You Need

Non-negotiables

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum of 3-5 years of experience in IT Service Desk, Enterprise Applications, or IT Operations, including leadership or service desk coordination responsibilities.
• Previous experience working in a Business Process Outsourcing (BPO) environment.
• Strong hands-on experience supporting Microsoft 365, Microsoft Entra ID, enterprise applications, and ITSM platforms.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills, with the flexibility to work permanent night shifts.

Preferred Skills/expertise

• Experience administering ManageEngine ServiceDesk Plus, ServiceNow, or similar ITSM platforms.
• Experience supporting enterprise applications such as Salesforce, QuickBooks, and Microsoft 365 applications.
• Knowledge of enterprise application integrations, APIs, SSO, data synchronization, and change management processes.
• Experience supporting geographically distributed teams and global business operations while adhering to Information Security (InfoSec) best practices.
• Microsoft certifications such as Azure Administrator Associate, Identity and Access Administrator Associate, or Microsoft 365 Administrator Expert are highly preferred.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.