Senior Manager – Global Technology Service Delivery

EXL Service Philippines, Inc.; Pasay; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

EXL Service Philippines, Inc. seeks a Senior Manager, Global Technology Service Delivery to lead end-to-end technology service delivery across multiple business units and locations.

The role ensures SLAs, OLAs, and KPIs are met while driving a customer-centric culture of quality and reliability. The position requires 10+ years in IT with at least 5 in leadership, strong ITIL knowledge, and experience in BPO or Global Operations.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related discipline.
• 10+ years IT experience with at least 5 years in technology service delivery leadership.
• Strong knowledge of ITIL Service Management practices.
• Experience in BPO, Shared Services, Technology Services, or Global Operations environments preferred.

Responsibilities

• Lead end-to-end technology service delivery across multiple business units and locations.
• Ensure SLAs, OLAs, and KPIs are achieved.
• Drive a customer-centric service culture focused on quality and reliability.
• Provide governance and oversight of technology support operations.
• Oversee incident, problem, and change management processes.
• Lead service reviews and present performance metrics to senior leadership.
• Manage client expectations and ensure high levels of satisfaction.

Skills

IT leadership

Service Delivery

ITIL knowledge

Stakeholder management

Education

Bachelor's Degree in IT/CS/Engineering

Job description

The Senior Manager, Global Technology Service Delivery is responsible for leading the delivery of technology services across the organization, ensuring consistent, high-quality support for internal stakeholders and clients. The role oversees service desk operations, end-user support, incident and problem management, service governance, stakeholder engagement, and continuous service improvement initiatives.

Key Responsibilities

Service Delivery Leadership

• Lead end-to-end technology service delivery across multiple business units and locations.
• Ensure achievement of service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
• Drive a customer-centric service culture focused on responsiveness, quality, and reliability.
• Provide governance and oversight of technology support operations.

Incident, Problem & Change Management

• Oversee major incident management and escalation processes.
• Drive root cause analysis and implementation of corrective actions.
• Ensure effective change management practices to minimize business disruption.
• Lead service recovery efforts for critical business-impacting incidents.

Stakeholder & Client Management

• Serve as the primary point of contact for technology service-related escalations.
• Partner with business leaders and key stakeholders to understand service requirements.
• Conduct regular service reviews and present performance metrics to senior leadership.
• Manage client expectations and ensure high levels of satisfaction.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 10+ years of IT experience with at least 5 years in Technology Service Delivery leadership.
• Strong experience managing Service Desk, End User Computing, Infrastructure Support, or Enterprise IT Operations.
• Proven experience in stakeholder and client management.
• Strong knowledge of ITIL Service Management practices.
• Experience within BPO, Shared Services, Technology Services, or Global Operations environments preferred.