Service Delivery Manager

Avaloq; Makati; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Avaloq seeks a Service Delivery Manager within Global Service Delivery Management to ensure end-to-end service coherence from the client perspective. The role bridges Service Management, AMS delivery, Projects, Release, and Test functions while avoiding direct operational execution.

You will support governance forums, provide risk narratives, and help drive root-cause resolution for major incidents, ensuring clear ownership and accountability across multiple teams.

Qualifications

• Governance and orchestration experience.
• End-to-end service coherence from a client perspective.
• Structured escalation and ownership in multi-team environments.

Responsibilities

• Ensure end-to-end service delivery coherence across services, teams and lifecycles.
• Surface gaps between client expectations and delivery feasibility with structured options.
• Govern non-incident escalations with one owner and one next step.

Skills

Governance

Escalation management

Risk assessment

Job description

Service Delivery Manager is a governance and orchestration function within Global Service Delivery Management.

The role safeguards end-to-end service coherence from the client perspective in complex, multi-team environments, bridging Service Management, AMS delivery (L2/L3), Projects, Release, and Test functions.

The Service Delivery Manager support the stakeholders in ensuring clarity of ownership, risk visibility, and structured escalation.

To improve service predictability, transparency, and client trust by enabling governance quality: aligning expectations, structuring cross-team escalations, detecting systemic risks, and ensuring explicit decision ownership, while strictly avoiding operational execution.

Your key tasks:

• Ensure end-to-end service delivery coherence across services, teams, and lifecycle phases
• Surface and frame gaps between client expectations and delivery feasibility; provide structured options to Service Managers considering all possible constraints
• Structure and govern non-incident escalations: ensure one owner, one next step, and one decision forum
• Enable pre- and post-delivery (Update Level / Emergency) governance checkpoints; ensure risks, residuals, and ownership are explicit and documented
• Support post-delivery oversight and pattern detection; help identify recurring incidents/regressions and trigger SDM follow-up such as Problem Management when appropriate
• Support governance forums (SOC, Ops Reviews) with consolidated risk narratives, trends, and escalation readiness
• Support KPI interpretation and transparency by providing a neutral, contextual narrative for governance forums
• Problem Management leader defining activities, drive root cause resolution that are coming from major incidents and recurring issues in the client environment
• Driving task forces and teams in the resolutions of the major incidents