ITO Service Delivery Manager

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work (2 days onsite)

Pasay City office

Job summary

Stefanini is seeking a Service Delivery Manager in Pasay City, Philippines on a hybrid model (2 days onsite). The role emphasizes client management, people leadership, and operational excellence within IT service delivery. Completion of the SDM Apprenticeship Program is mandatory for internal applicants.

The ideal candidate holds a bachelor’s degree or equivalent, 2-3 years in IT/service delivery, and ITIL familiarity. Strong collaboration and adaptability are essential.

Qualifications

• 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 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 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.

Responsibilities

• 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.

Skills

Client management

People leadership

Operational management

Business management

ITIL Foundation

Education

Bachelor's degree or four-year equivalent

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.

Job Requirements

• 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.