Service Delivery Manager

Zohorecruit; Makati; Remote; PHP 600,000 - 850,000; Full time

Job summary

ScalableOS in the Philippines is seeking a Service Delivery Manager to oversee the technical documentation and operational health of a portfolio of client accounts. You will ensure assets, configurations, licenses, and workflows stay current and reliable, partnering with Account Managers on larger accounts and owning smaller accounts.

The role emphasizes strong organization, proactive process ownership, and accountability, with a long-term remote setup and night shift schedule to support

Qualifications

• Experience in account management, service delivery, or customer-facing operations.
• Strong organizational skills to manage a large portfolio of accounts.
• Comfort working in a CRM and IT documentation platform (ITGlue/ConnectWise is a plus).
• Clear communication with customers and internal teams.
• Background in managed IT services or MSP is a plus.
• Experience supporting or working alongside a sales or account management team is a plus.

Responsibilities

• Keep technical account documentation current in ITGlue with assets, configurations, licenses and workflows.
• Support Account Managers by validating technical information in reviews; or own and deliver reviews.
• Track license and hardware renewals; secure renewal data for large accounts.
• Assist with hardware and software quote creation and sending as needed.
• Review open support tickets and own escalations as required.
• Provide data for Quarterly Business Reviews, including delivery performance and trends.
• Own full customer relationship for accounts under $500 MRR, including health tracking and NPS outreach.
• Collaborate with regional Account Manager on larger accounts as operational support.
• Partner with your regional Account Manager on larger accounts, acting as their operational support, not the reverse.

Skills

Account management

Service delivery

Customer success

CRM experience

ITGlue

Tools

ITGlue

ConnectWise

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

We are seeking a Service Delivery Manager to oversee thetechnical documentation and operational health of a portfolio of clientaccounts. This role is responsible for maintaining accurate asset,configuration, and workflow documentation, ensuring records remain current andreliable. For larger accounts, you will partner with Account Managers byvalidating technical reviews, supporting quote preparation, and providing keyreporting insights. For smaller accounts, you will take full ownership of theclient relationship. This opportunity is ideal for someone who is highlyorganized, proactive, and enjoys driving consistency, accountability, andoperational excellence behind the scenes.

JOBRESPONSIBILITIES

• Keep technicalaccount documentation current in ITGlue, including assets, configurations,license and hardware records, and customer workflows, logged within 24 hours.
  
• On accounts with anassigned Account Manager, support them by validating the technical informationin Comprehensive Technology Reviews. On accounts you own directly, complete anddeliver the review to the customer yourself.
  
• Track license andhardware renewals for your accounts. On smaller accounts, you own securing therenewal yourself. On larger accounts, you hand off clean renewal data to theAccount Manager.
  
• Assist with hardwareand software quote creation and sending as needed.
  
• Review open supporttickets for your accounts and own escalations when something needs extraattention.
  
• Provide the dataAccount Managers need for their Quarterly Business Reviews, including servicedelivery performance, issue trends, and software/hardware lifecycle management.
  
• On accounts below$500 MRR, own the full customer relationship directly, including account healthtracking, NPS outreach, and Success Cycles.
  
• Partner with yourregional Account Manager on larger accounts, acting as their operationalsupport, not the reverse.
  

QUALIFICATIONS

• Experiencein account management, service delivery, customer success, or anotherclient-facing operations role.
  
• Strongorganizational skills. You will manage a large portfolio of accounts and needto keep priorities straight.
  
• Comfortworking in a CRM, IT documentation, or client success platform. ITGlue andConnectWise experience is a plus.
  
• Clearcommunicator, both with customers and internally with your team.
  
• Backgroundin managed IT services or the MSP industry is a plus.
  
• Experiencesupporting or working alongside a sales or account management team is a plus.
  

JOBREQUIREMENTS

• Should bewilling to accept a long-term work-from-home arrangement.
  
• Should beamenable to a permanent night shift schedule.