Service Delivery Leader: Elevate IT Support & Client Success

IT by Design Philippines Inc.; Murcia; On-site; PHP 900,000 - 1,200,000; 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 Meal, Coffee & Snacks

Job summary

IT By Design Philippines is seeking a Service Delivery Manager to lead our service desk for US-based clients. You will supervise daily operations, drive service quality, manage client relationships, and mentor the team to achieve SLA targets.

You will collaborate with cross functional teams, implement process improvements, track performance metrics, and ensure accurate time and ticket management using ConnectWise or similar PSA/RMM tools.

Qualifications

• 3+ years of experience in Service Delivery, Service Desk Management, or IT Operations leadership.
• Experience with MSP technology environments.
• Proven experience supporting US-based clients and managing client relationships.
• Strong technical understanding of IT applications, systems, infrastructure, and support processes.
• Demonstrated ability to lead, coach, and develop technical teams.
• Strong problem-solving, decision-making, and escalation management skills.
• Excellent communication, presentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage the service desk team's daily operations, performance, and priorities.
• Serve as a key escalation point for complex technical and client issues.
• Build strong relationships with US-based clients and ensure service expectations are consistently met.
• Drive service quality, productivity, SLA performance, and customer satisfaction.
• Mentor, coach, and develop team members through regular feedback, training, and performance reviews.
• Lead problem investigations, technical escalations, and root-cause resolution.
• Identify opportunities to improve processes, workflows, and service delivery.
• Develop and maintain service desk processes, standards, documentation, and procedures.
• Monitor risks, escalations, projects, and outstanding client issues through resolution.
• Prepare and present service performance reports, metrics, and operational updates to leadership.
• Facilitate team meetings, service reviews, and continuous improvement initiatives.
• Partner with technical teams and leadership to implement changes and deliver new services.
• Ensure accurate time, expense, ticket, and activity tracking within ConnectWise.
• Stay current with emerging technologies, IT service management practices, and industry trends.

Skills

Service delivery

MSP experience

Client relationships

Leadership

Problem solving

Tools

ConnectWise

Job description

IT By Design Philippines is seeking a Service Delivery Manager to lead our service desk for US-based clients. You will supervise daily operations, drive service quality, manage client relationships, and mentor the team to achieve SLA targets.

You will collaborate with cross functional teams, implement process improvements, track performance metrics, and ensure accurate time and ticket management using ConnectWise or similar PSA/RMM tools.