IT Service Delivery Manager (with AI experience)

Seven Seven Global Services, Inc.; Taguig; Hybrid; PHP 900,000 - 1,800,000; Full time

Job summary

Seven Seven Global Services, Inc. seeks an IT Service Delivery Manager to oversee high-quality IT services and ensure SLAs are met. The role collaborates with cross-functional teams and aligns services with business goals.

The ideal candidate has 3+ years in IT service delivery, hands-on project management, and familiarity with ITIL, cloud, and enterprise apps, plus experience with ServiceNow or Jira. Strong leadership and client-focused mindset are required.

Qualifications

• Bachelor's degree in IT, Computer Science, STEM or related field.
• Minimum 3+ years of experience in IT service delivery or a related role.
• Proven experience managing IT projects, teams, and processes.
• Experience in AI-related projects.
• Familiarity with ITIL frameworks and best practices (certification preferred).
• Knowledge of IT infrastructure, cloud technologies, and enterprise applications.
• Experience with tools like ServiceNow, Jira, or equivalent service management platforms.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset with a focus on client satisfaction.

Responsibilities

• Manage the end-to-end delivery of IT services, ensuring adherence to SLAs and quality standards.
• Develop and implement service delivery policies, procedures, and frameworks.
• Monitor and report on service performance metrics, identifying areas for improvement.
• Act as the primary point of contact for clients and stakeholders regarding IT service delivery.
• Build and maintain strong relationships with internal teams.
• Communicate service updates, changes, and incident resolutions effectively.
• Oversee the resolution of high-priority incidents and manage escalations.
• Conduct root cause analysis and ensure the implementation of corrective actions.
• Manage and allocate resources to meet service demands.
• Identify and implement initiatives to enhance service delivery processes.

Skills

IT service delivery

Leadership

Client relationship management

Communication

Problem-solving

ITIL

Cloud technologies

AI projects

Project management

Stakeholder management

Education

Bachelor's degree in IT/CS/STEM

Tools

ServiceNow

Jira

Job description

About the role

The IT Service Delivery Manager is responsible for overseeing and managing the delivery of high-quality IT services to meet business needs. This role ensures the efficient operation of IT service delivery processes, collaborates with cross-functional teams, and aligns IT services with organizational objectives.

Key responsibilities

• Manage the end-to-end delivery of IT services, ensuring adherence to SLAs and quality standards.
• Develop and implement service delivery policies, procedures, and frameworks.
• Monitor and report on service performance metrics, identifying areas for improvement.
• Act as the primary point of contact for clients and stakeholders regarding IT service delivery.
• Build and maintain strong relationships with internal teams.
• Communicate service updates, changes, and incident resolutions effectively.
• Oversee the resolution of high-priority incidents and manage escalations.
• Conduct root cause analysis and ensure the implementation of corrective actions.
• Manage and allocate resources to meet service demands.
• Identify and implement initiatives to enhance service delivery processes.

About you

• Bachelor's degree in IT, Computer Science, STEM or related field.
• Minimum 3+ years of experience in IT service delivery or a related role.
• Proven experience managing IT projects, teams, and processes.
• Experience in AI-related projects.
• Familiarity with ITIL frameworks and best practices (certification preferred).
• Knowledge of IT infrastructure, cloud technologies, and enterprise applications.
• Experience with tools like ServiceNow, Jira, or equivalent service management platforms.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset with a focus on client satisfaction.