Senior Service Delivery Manager

IT By Design; Taguig; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

HMO coverage with dependents

Life Insurance

13th-month pay

Non-taxable allowances

Free Meals

Shuttle Services

Job summary

IT By Design is seeking a senior MSP Service Delivery Leader to drive a global, 24/7 service delivery organization from BGC, Taguig. The role reports to VP, Service Delivery and Country Head, India & Philippines and leads managers across US clients.

You’ll own client success, operational performance, profitability, and leadership development while collaborating with cross-functional teams in the US, Philippines, and India.

Qualifications

• 10+ years in IT services with MSP exposure.
• Experience leading managers and multi-layer teams.
• Proven track record in client satisfaction and retention.
• Strong budgeting, forecasting, and profitability know-how.
• Hands-on PSA/PSA platform experience (ConnectWise preferred).

Responsibilities

• Lead and scale 24/7 MSP service delivery teams.
• Own client satisfaction, relationships and reviews.
• Drive SLA performance, incident management, and improvements.
• Manage budgets, profitability, and resource utilization.
• Collaborate with US, Philippines, and India teams.

Skills

Leadership of multi-layer teams

Executive communication

Budgeting and forecasting

Client relationships

Profitability optimization

ConnectWise experience

Education

Bachelor's degree or equivalent

Tools

ConnectWise

Job description

Lead a 24/7 global service delivery organization. Own client success, operational performance, profitability, and leadership development from BGC, Taguig.

Location: BGC, Taguig, Philippines | On-site

Schedule: 8:00 AM–5:00 PM US Eastern Time (night shift in the Philippines)

Reports to: VP, Service Delivery and Country Head, India & Philippines

The Opportunity:

IT By Design is looking for a proven MSP Service Delivery Leader to lead and scale service delivery operations supporting US clients. This is a senior leadership role for someone who can lead managers, strengthen client relationships, improve service performance, drive retention, and protect account profitability.

You will have direct visibility with executive leadership and the opportunity to shape service delivery strategy across a global managed-services organization.

What You'll Lead:

• Client Success: Own client satisfaction, retention, executive relationships, service reviews, and recovery plans for at-risk accounts.
• Operational Excellence: Drive SLA performance, ticket resolution, incident management, service quality, and continuous improvement across 24/7 operations.
• People & Leadership: Lead and develop managers and team leads, strengthen succession pipelines, and improve employee engagement and retention.
• Commercial Performance: Manage budgets, account profitability, resource utilization, forecasting, and out-of-scope service requirements.
• Transformation: Improve delivery through process optimization, automation, knowledge management, and AI-enabled solutions.
• Global Collaboration: Partner with US clients and cross-functional teams across the US, Philippines, and India.

What We're Looking For:

• 10+ years of experience in IT services, including at least 5 years leading service delivery in an MSP or outsourced IT environment.
• Proven experience leading managers and multi-layer teams supporting 24/7 operations.
• Demonstrated success improving client satisfaction, service performance, and account retention.
• Strong commercial acumen across budgeting, forecasting, resource planning, and profitability.
• Hands-on experience with ConnectWise or a comparable PSA/service-management platform.
• Strong executive communication, escalation management, and stakeholder leadership skills.
• Bachelor's degree or equivalent professional experience.

Preferred: ITIL certification, experience in NOC/SOC, cloud or cybersecurity services, and leadership of distributed global teams.

Why Join IT By Design

• Senior leadership ownership with direct global executive visibility.
• Competitive compensation and performance bonus.
• HMO coverage with dependents, Life Insurance, 13th-month pay, non-taxable allowances
• Free Meals, Shuttle Services.
• Fixed weekends off, subject to operational incident requirements.
• Leadership development and career growth within a global MSP.
• Premium BGC workplace and company-provided IT equipment.

About IT By Design

IT By Design is a global managed-services and IT infrastructure company serving technology partners across the US and international markets. Our services include 24/7 help desk, network operations, cybersecurity, cloud, and business continuity.

Ready to lead service delivery at scale and share an example of how you improved service performance, client retention, or operational profitability in an MSP environment.