ITO Service Delivery Manager

Stefanini North America and APAC; Pasay; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Stefanini North America and APAC in Pasay City, Philippines, seeks a Service Delivery Manager to balance client management, people leadership, and operational governance in a hybrid setup.

You will ensure SLA/KPI achievement, oversee service delivery teams, manage escalations, and contribute to business initiatives while coordinating with clients and internal stakeholders.

Completion of the SDM Apprenticeship Program is required for internal applicants.

Qualifications

• Bachelor's degree or four-year equivalent qualification.
• Minimum of 2-3 years of experience in IT or Service Delivery management.
• Strong understanding of IT/ITO industry dynamics, service delivery models, and operational processes.
• Experience managing IT services, operations, teams, clients, or service delivery functions preferred.
• Knowledge of IT Service Management processes, including Incident, Problem, Change, and Service Level Management.
• ITIL Foundation experience/certification is a plus.
• Strong critical thinking, analytical, and problem-solving skills.
• Ability to lead in ambiguous, complex, fast-changing situations.
• Excellent relationship management with clients, stakeholders, and internal teams.
• Strong collaboration and team leadership abilities.
• Ability to motivate teams, drive accountability, and deliver operational excellence.
• Ability to manage multiple priorities while ensuring service quality and meeting business objectives.
• Flexible to work varying shifts and maintain schedule adherence based on business/client requirements.
• Work Setup : Hybrid (2/week onsite)
• Office Location : Pasay City, Philippines
• Completion of the SDM Apprenticeship Program is a mandatory requirement for all internal applicants.

Skills

Client management

People leadership

Operational management

Business governance

IT service management

Analytical thinking

Problem solving

Stakeholder management

Team collaboration

Education

Bachelor's degree or equivalent

Tools

ITIL Foundation

Job description

Details:In practice at Stefanini, an SDM is expected to balance four key areas:

• Client Management: Maintain client satisfaction, manage escalations, and act as the trusted advisor.
• People Leadership: Lead, coach, and develop the operations team while driving performance.
• Operational Management: Ensure SLA/KPI achievement, process compliance, and continuous service improvement.
• Business Management: Oversee scope, support new business initiatives, and contribute to financial and operational governance.

Details:In practice at Stefanini, an SDM is expected to balance four key areas:

• Client Management: Maintain client satisfaction, manage escalations, and act as the trusted advisor.
• People Leadership: Lead, coach, and develop the operations team while driving performance.
• Operational Management: Ensure SLA/KPI achievement, process compliance, and continuous service improvement.
• Business Management: Oversee scope, support new business initiatives, and contribute to financial and operational governance.

Job Requirements

Details:

• Bachelor's degree or four-year equivalent qualification.
• Minimum of 2-3 years of experience working in an IT or Service Delivery management role.
• Strong understanding of ITO industry dynamics, service delivery models, and operational processes.
• Experience managing IT services, operations, teams, clients, or service delivery functions preferred.
• Knowledge of IT Service Management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
• ITIL Foundation experience/certification is a plus.
• Strong critical thinking, analytical, and problem-solving skills.
• Ability to effectively lead and manage ambiguous, complex, and fast-changing situations.
• Excellent relationship management skills with the ability to build strong partnerships with clients, stakeholders, and internal teams.
• Strong collaboration and team leadership abilities.
• Ability to motivate teams, drive accountability, and deliver operational excellence.
• Ability to manage multiple priorities while ensuring service quality and meeting business objectives.
• Flexible to work varying shifts and maintain schedule adherence based on business/client requirements.
• Work Setup : Hybrid (2/week onsite)
• Office Location : Pasay City, Philippines
• Completion of the SDM Apprenticeship Program is a mandatory requirement for all internal applicants.