Service Delivery Manager

AImagineers; Manila; Teletrabalho; PHP 1 228 000 - 1 395 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Yearly bonus

13th-month pay & benefits

HMO from day one

Connectivity & power allowance

MacBook and AI tools

Resumo da oferta

AImagineers Managed IT is hiring a senior client delivery leader to own renewals and growth for Australia and New Zealand clients. You will run quarterly business reviews, manage escalations, and align delivery with business outcomes, while the Lead Engineer ensures technical quality.

This remote role in the Philippines includes an annual salary range of PHP 110,000 to 125,000 per month, with a path to career growth through an 18-month plan and regular promotions.

Qualificações

• 8+ years in managed IT service delivery with client ownership.
• Experience running quarterly or executive reviews with Australian, New Zealand, US or UK clients.
• Experience managing 10+ people, including team leads.
• Understanding of service targets, service credits, utilisation and margin per client.
• Excellent written and spoken English, and confident with business owners.
• A reliable internet connection, power backup and a quiet private workspace.

Responsabilidades

• Run quarterly business reviews with client owners and executives.
• Handle escalations from unhappy clients, and turn each one into a service improvement.
• Own renewals, and spot upgrade opportunities for the sales team.
• Track service targets and service credits, and act before a client reaches the point of leaving.
• Manage margin per client and team capacity, and plan hiring with the Talent Partner.
• Manage the Lead Engineer, pod leads and the Service Coordinator.
• Keep our right-engineer guarantee: a replacement within 15 business days.
• Improve onboarding, reporting and client communication standards.
• Report monthly service, client and people numbers to the founder.

Conhecimentos

Client ownership

Executive reviews

People management

Service delivery

English communication

Remote work setup

Ferramentas

ITIL framework

Offshore delivery

Descrição da oferta de emprego

Own every client relationship, and make sure every one of them renews.

You are the senior leader our clients see. You take over quarterly reviews and escalations from the founder, and you make sure every client renews and grows with us.

You run delivery as a business: service targets, margin per client and team capacity. The Lead Engineer owns how good the technical work is. You own how every client experiences it.

This is a senior seat in a business built to run without its founder. You will be one of the people who makes that true.

You work remotely, with occasional meetups in BGC, Taguig. Hours are Australian business hours, a Manila day shift, with some early starts for New Zealand client meetings.

Pay

Monthly compensation package: PHP 110,000 to 125,000. Placement within the range is based on our technical assessment.

Why people join us

• Build it, do not inherit it. We are early. The standards, the habits and the culture you set now are the ones the next hundred people will work by.
• Direct line to the founder. No layers of management and no approval chains. You bring the problem and the fix, and we decide together, fast.
• AI-equipped from day one. A company MacBook, Claude, and Syncro with AI tooling built in. You learn the way the best IT teams will work for the next ten years, and you get paid while you learn it.
• A tour of duty, with a promotion in sight. You agree an 18-month plan with us: the outcome you own, the certification you will earn, and the role you move to next. At month 12 we sit down together and plan your next tour.
• Strong pay, always on time. We aim to pay in the top quarter of the Philippine market for every role. Payroll is never late. We fund your certifications, and we pay tenure bonuses at 12 and 24 months.

What you will do

• Run quarterly business reviews with client owners and executives
• Handle escalations from unhappy clients, and turn each one into a service improvement
• Own renewals, and spot upgrade opportunities for the sales team
• Track service targets and service credits, and act before a client reaches the point of leaving
• Manage margin per client and team capacity, and plan hiring with the Talent Partner
• Manage the Lead Engineer, pod leads and the Service Coordinator
• Keep our right-engineer guarantee: a replacement within 15 business days
• Improve onboarding, reporting and client communication standards
• Report monthly service, client and people numbers to the founder

Core requirements

• 8+ years in managed service or IT service delivery, including client-facing account ownership
• Experience running quarterly or executive reviews with Australian, New Zealand, US or UK clients
• Experience managing 10+ people, including team leads
• Understanding of service targets, service credits, utilisation and margin per client
• Excellent written and spoken English, and confident with business owners
• A reliable internet connection, power backup and a quiet private workspace

Strong signals we look for

• You have kept a client who was about to leave
• You read a profit-and-loss statement per client and act on it
• Team leads who reported to you grew in their roles

Good to have

• ITIL 4 Managing Professional modules
• A technical background in systems administration
• Experience in an offshore delivery model

Pay and benefits

• A yearly bonus tied to client retention and service targets
• 13th-month pay, plus SSS, PhilHealth and Pag-IBIG
• HMO from your first day, extended to one dependent from your second year
• A monthly connectivity and power allowance
• Company MacBook, Claude and every licence the job needs
• Tenure bonuses at 12 and 24 months
• 15 days vacation leave and 15 days sick leave a year from regularisation

Growth

• ITIL 4 Managing Professional, funded
• A senior role in a business designed to run without its founder

About us

AImagineers Managed IT runs the IT of growing businesses in Australia and New Zealand, most with 20 to 150 staff. Each client has a named engineer who knows the business and works its hours.

A team stands behind every engineer: a Lead Engineer for escalations, a backup engineer for leave, specialists in cloud, security and AI, and a service coordinator. All of it is delivered from the Philippines, fully remote.

AImagineers Managed IT is part of AImagineers Software Philippines OPC, an AI engineering studio based in BGC, Taguig.

How we hire

We aim to decide within about 2 weeks.

• Screen (days 0–3): CV review and a 30-minute call.
• Practical (days 3–7): you present a quarterly review to a mock client owner, then handle an escalation role-play.
• Panel (days 7–10): with the founder, on running delivery as a business.
• Offer (around day 12), then a background check, references from a former client or manager, and a home-setup check.