Service Delivery Manager

Microgenesis Business Systems; Mandaluyong; On-site; PHP 800,000 - 1,400,000; Full time

Benefits offered by this job

Company Christmas gift

Company events

Health insurance

Life insurance

Paid training

Promotion to permanent employee

Job summary

Microgenesis Business Systems in Mandaluyong, Metro Manila, Philippines, seeks a Service Delivery Lead to maintain strong client relationships and drive best-practice IT support. You will lead the delivery team, manage budgets, and coordinate with sales and vendors to ensure timely, cost-effective service delivery.

The role emphasizes SLA management, forecasting, risk mitigation, and continuous service improvement within a dynamic client-focused environment.

Qualifications

• Experience leading service delivery and support teams.
• Solid understanding of ITIL and service management principles.
• Ability to plan, forecast, and manage budgets.

Responsibilities

• Maintain strong relationships with Microgenesis Clients.
• Implement best practices in help desk and IT support.
• Conduct weekly customer meetings to discuss SLA targets and improvements.
• Collaborate with the Service team for forecasting and capacity planning.
• Lead the delivery team and manage conflicts to ensure efficient delivery.
• Manage finances and budgets, seeking cost reductions without harming service.
• Collaborate with Sales/Marketing and run quarterly customer surveys.
• Assess feedback and refine services accordingly.
• Create and update a service catalog; liaise with vendors for timely delivery.

Skills

ITIL

Service management

Project management

Vendor management

Communication

Risk management

Education

Bachelor's degree in IT/Computing

Tools

MS Project

MS Office

Job description

JOB DESCRIPTION:

• Maintain strong and positive relationships with Microgenesis Clients.
• Implement best practices in help desk and IT support.
• Conduct weekly customer meetings to discuss SLA targets, deviations, needs for improvements and other opportunities.
• Collaborate with the Service team and conduct forecasting, capacity, capability, availability and resource planning.
• Identifying new customer needs and overseeing service delivery within the business context.
• Leading the delivery team, managing conflicts, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Collaborate with Sales/Marketing and conduct quarterly customer survey.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Create and update a service catalog to ensure that Microgenesis service offerings are up to date and within scope.
• Collaborate with Vendors and ensure the timely delivery of solutions.

QUALIFICATIONS AND SKILLSETS

• A strong understanding of service management principles, frameworks (e.g., ITIL), and best practices to ensure efficient and effective service delivery.
• Proficiency in project management methodologies and tools to plan, execute, and monitor service delivery projects, ensuring they are completed on time, within budget, and meet customer requirements.
• A solid understanding of the services being delivered, including technical aspects and related technologies.
• Ability to identify and analyze problems, develop innovative solutions, and make sound decisions to ensure the smooth delivery of services.
• Excellent verbal and written communication skills to effectively interact with customers, team members and stakeholders.
• Managing relationships with external vendors and suppliers, negotiating contracts, and ensuring compliance with service level agreements.
• Identifying and assessing risks associated with service delivery, developing risk mitigation strategies, and implementing appropriate controls to minimize potential disruptions.
• Ability to adapt to changing circumstances, handle multiple priorities simultaneously, and work effectively under pressure.

BENEFITS

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Paid training
• Promotion to permanent employee

Work Location: In person

Job Type: Full-time