Service Delivery Manager

Accent Micro Technologies, Inc.; Makati; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Accent Micro Technologies, Inc. is seeking a Service Delivery Manager to lead end-to-end operational delivery of a managed services engagement in Metro Manila.

You will oversee service performance, SLA compliance, incident management, and client coordination, while guiding technical teams and vendors. The role requires 7–10 years in IT infrastructure or managed services, strong ITIL knowledge, and proven leadership in service delivery and operations.

Qualifications

• Bachelor’s Degree in IT, Computer Science, Engineering, or related field.
• 7–10 years in IT Infrastructure, Managed Services, or IT Operations.
• 3–5 years in a Service Delivery/IT Operations leadership role.
• Experience managing enterprise infrastructure or mission-critical environments.
• Strong knowledge of ITIL / IT Service Management.
• Experience with SLA, Incident, Change and Major Incident Management.
• Strong client-facing and stakeholder management skills.
• Excellent communication, leadership, problem-solving, and decision-making.

Responsibilities

• Manage end-to-end service delivery and day-to-day operations.
• Ensure compliance with SLA, KPI, SOW, and client requirements.
• Monitor service performance and identify potential SLA breaches.
• Lead major incident, recurring incident, and escalation management.
• Coordinate with technical teams, vendors, OEMs, and third-party providers.
• Ensure adequate manpower and operational resource coverage.
• Oversee Change, Problem, and Release Management activities.
• Manage client communication and operational concerns.
• Prepare and present SLA/KPI, incident, service performance, and operational reports.
• Lead regular operations meetings and track action items to closure.
• Identify operational risks and implement corrective actions.
• Drive continuous improvement in service reliability, monitoring, automation, and operational efficiency.

Skills

ITIL / ITSM

Stakeholder management

Leadership

Communication

Problem solving

Decision making

Education

Bachelor’s Degree in IT/CS/Engineering

Tools

Linux

Red Hat Enterprise Linux

Ansible

Red Hat Satellite

Prometheus

Grafana

Job description

We are looking for a Service Delivery Manager to lead the end-to-end operational delivery of a managed services engagement. The role will oversee service performance, SLA compliance, incident management, technical teams, vendors, resources, and client coordination.

Job Description:

• Manage end-to-end service delivery and day-to-day operations.

• Ensure compliance with SLA, KPI, SOW, and client requirements.

• Monitor service performance and identify potential SLA breaches.

• Lead major incident, recurring incident, and escalation management.

• Coordinate with technical teams, vendors, OEMs, and third-party providers.

• Ensure adequate manpower and operational resource coverage.

• Oversee Change, Problem, and Release Management activities.

• Manage client communication and operational concerns.

• Prepare and present SLA/KPI, incident, service performance, and operational reports.

• Lead regular operations meetings and track action items to closure.

• Identify operational risks and implement corrective actions.

• Drive continuous improvement in service reliability, monitoring, automation, and operational efficiency.

Minimum Qualifications:

• Bachelor’s Degree in IT, Computer Science, Engineering, or related field.

• 7–10 years of experience in IT Infrastructure, Managed Services, Service Delivery, or IT Operations.

• 3–5 years of experience in a Service Delivery Manager, IT Operations Manager, Infrastructure Manager, or similar leadership role.

• Experience managing enterprise infrastructure or mission-critical environments.

• Strong knowledge of ITIL / IT Service Management.

• Experience in SLA, Incident, Problem, Change, and Major Incident Management.

• Experience managing technical teams, vendors, OEMs, and third-party service providers.

• Strong client-facing and stakeholder management skills.

• Excellent communication, leadership, problem-solving, and decision-making skills.

Primary Technical Skill:

• IT Service Delivery / IT Infrastructure Management

Preferred Technical Skills:

• Linux / Red Hat Enterprise Linux

• Server Infrastructure

• Infrastructure Monitoring

• Ansible / Infrastructure Automation

• Red Hat Satellite

• Prometheus / Grafana

• Networking Fundamentals

• Database and Middleware Concepts

• IT Infrastructure Security

• High-Availability and Production Support