Senior Service Delivery Manager - MSP & US Client Focus

IT by Design Philippines Inc.; Mabalacat; On-site; PHP 1,000,000 - 1,300,000; Full time

Benefits offered by this job

HMO coverage

Life Insurance

Pet Insurance

Government-Mandated Benefits

Annual Performance Review and Bonus

13th Month Pay

Free Meals & Snacks

Job summary

IT By Design Philippines Inc. is hiring a Service Delivery Manager to lead our service desk for US-based clients. You’ll blend people leadership, technical problem-solving, and client management to drive performance and customer satisfaction.

You will mentor teams, resolve escalations, and drive continuous improvement in service delivery and processes, while staying current with ITSM practices and new services.

Qualifications

• 3+ years in Service Delivery or MSP leadership.
• Experience with MSP environments and US-based clients.
• Strong technical understanding of IT apps, systems and infrastructure.
• Proven ability to lead, coach, and develop technical teams.
• Excellent communication, presentation and customer service.
• Ability to manage multiple priorities in a fast-paced setting.
• Experience with ConnectWise or similar PSA/RMM is a plus.

Responsibilities

• Lead daily service desk operations, performance, and priorities.
• Serve as escalation point for complex issues.
• Manage relationships with US-based clients and service expectations.
• Drive SLA performance, service quality, and customer satisfaction.
• Mentor and develop team members through feedback and training.
• Lead problem investigations and root-cause analysis.
• Improve processes, workflows, and service delivery.
• Develop and maintain service desk standards and documentation.
• Monitor risks, escalations, and client issues through resolution.
• Present service performance reports and operational updates.

Skills

Service Delivery leadership

MSP experience

US client management

IT operations leadership

Coaching & mentoring

Problem-solving & escalation

Communication & presentation

Independent with cross-team work

Customer service excellence

Tools

ConnectWise

Job description

IT By Design Philippines Inc. is hiring a Service Delivery Manager to lead our service desk for US-based clients. You’ll blend people leadership, technical problem-solving, and client management to drive performance and customer satisfaction.

You will mentor teams, resolve escalations, and drive continuous improvement in service delivery and processes, while staying current with ITSM practices and new services.