Service Delivery Manager

NCS Philippines; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

NCS Philippines is seeking a Service Delivery Manager in Makati City to lead IT service delivery and client relationships. This full-time role focuses on managing service operations, ensuring SLAs, and driving continuous improvement across delivery teams.

You will oversee daily operations, coordinate with technical teams, and report performance metrics to senior management, ensuring quality and regulatory compliance in a dynamic IT services environment.

Qualifications

• 5+ years of experience in IT service delivery management or similar role within ICT
• Proven track record of managing service delivery teams and achieving operational targets
• Strong understanding of ITIL frameworks and best practices in service management
• Excellent communication and interpersonal skills with ability to liaise at all levels
• Demonstrated experience in managing client relationships and handling escalations professionally
• Strong analytical and problem-solving abilities with a focus on process improvement
• Proficiency in service management tools and ticketing systems
• Knowledge of SLA management and performance metrics
• Leadership capabilities with ability to motivate and develop team members
• Bachelor's degree in IT, Business Admin, or related field, or equivalent professional experience
• Professional certifications such as ITIL, PMP, or similar are highly desirable

Responsibilities

• Oversee day-to-day service delivery operations and ensure SLAs are met or exceeded
• Manage and lead service delivery teams with direction, support, and performance management
• Monitor service quality and implement continuous improvement initiatives
• Serve as primary point of contact for key clients, managing relationships and escalations
• Develop and maintain service delivery documentation, processes, and procedures
• Track and analyze service delivery metrics and report to senior management
• Identify opportunities for service optimization and cost reduction while maintaining quality
• Coordinate with technical teams to resolve service issues and minimize downtime
• Participate in service planning and capacity management activities
• Ensure compliance with company policies, industry standards, and regulatory requirements

Skills

ITIL knowledge

Communication skills

Leadership

Client relationship management

Problem solving

Analytical skills

Ticketing systems

SLA management

Education

Bachelor's degree in IT or related field

Tools

ITSM tools

SLA tracking software

Job description

Company Overview:

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

About the role:

NCS Philippines is seeking a Service Delivery Manager to join our growing team in Makati City, Metro Manila. This is a full-time position that plays a pivotal role in ensuring the successful delivery of IT services and solutions to our clients. As Service Delivery Manager, you will be responsible for overseeing service operations, managing client relationships, and driving operational excellence across our service delivery teams. This role is integral to maintaining our reputation for quality service and client satisfaction.

Key responsibilities:

• Oversee day-to-day service delivery operations and ensure all service level agreements (SLAs) are consistently met or exceeded

• Manage and lead service delivery teams, providing direction, support, and performance management to ensure team effectiveness

• Monitor service quality and implement continuous improvement initiatives to enhance operational efficiency

• Serve as the primary point of contact for key clients, managing relationships and addressing escalations or concerns

• Develop and maintain comprehensive service delivery documentation, processes, and procedures

• Track and analyse service delivery metrics, reporting performance data to senior management

• Identify opportunities for service optimisation and cost reduction whilst maintaining quality standards

• Coordinate with technical teams to resolve service issues and minimise downtime

• Participate in service planning and capacity management activities

• Ensure compliance with company policies, industry standards, and regulatory requirements

What we’re looking for:

• 5+ years of experience in IT service delivery management or similar role within the Information and Communication Technology sector

• Proven track record of managing service delivery teams and achieving operational targets

• Strong understanding of ITIL frameworks and best practices in service management

• Excellent communication and interpersonal skills with the ability to liaise effectively at all organisational levels

• Demonstrated experience in managing client relationships and handling escalations professionally

• Strong analytical and problem-solving abilities with a focus on process improvement

• Proficiency in service management tools and ticketing systems

• Knowledge of SLA management and performance metrics

• Leadership capabilities with the ability to motivate and develop team members

• Bachelor's degree in Information Technology, Business Administration, or related field, or equivalent professional experience

• Professional certifications such as ITIL, PMP, or similar are highly desirable.