Service Delivery Manager

CXC; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

CXC in Metro Manila invites a strategic IT Service Delivery Leader to head a large 24x7 IT support organization, overseeing Service Desk, Deskside, Network, Voice, and Asset Management. The role emphasizes incident and major incident management, governance, and driving continuous service improvements while building strong partnerships with business leaders and global teams.

Candidates should have 12–15 years in IT, 5+ years in leadership of 30+ staff, and ITIL certification, with excellent

Qualifications

• 12–15 years in IT industry with leadership experience.
• 5+ years leading medium to large IT operations teams.
• Experience managing 30+ employees across multiple functions.
• Strong ITIL, incident management and governance capabilities.

Responsibilities

• Lead and manage a large IT support organization in a 24x7 environment.
• Oversee Service Desk, Deskside, Network, Voice Support and Asset Management.
• Drive process improvements and service enhancements for operational excellence.
• Monitor KPIs, SLAs, customer satisfaction, and governance compliance.
• Develop managers and teams; manage escalations and major incidents.
• Collaborate with global teams to align delivery standards.

Skills

Leadership

Stakeholder management

Service Delivery Management

ITIL expertise

Incident & Major Incident

Governance & KPI tracking

People development

Communication

Education

ITIL certification

Tools

ITSM tooling

Job description

• Lead and manage a large IT support organization operating in a 24x7 service delivery environment.
• Oversee teams across Service Desk, Deskside Support, Network Support, Voice Support, and Asset Management functions.
• Ensure consistent service performance and minimize operational disruptions through proactive incident and service management.
• Drive operational excellence by implementing process improvements, service enhancements, and best practices.
• Build strong relationships with business leaders and key stakeholders, acting as a trusted advisor for service delivery matters.
• Monitor service levels, operational KPIs, customer satisfaction metrics, and governance requirements.
• Lead and develop managers and team members, fostering a high-performance culture.
• Manage escalations effectively and ensure timely resolution of critical incidents.
• Collaborate with global teams to align delivery standards and support strategic initiatives.

Requirements

• 12 to 15 years of overall IT industry experience.
• At least 5 years of leadership experience managing medium to large-scale IT operations teams.
• Proven experience managing teams of 30+ employees across multiple support functions.
• Strong background in Service Delivery Management, IT Service Management (ITSM), and Service Desk Operations.
• Demonstrated experience in Incident Management and Major Incident Response.
• ITIL certification is required.
• Strong stakeholder management, governance, and customer engagement skills.
• Experience leading teams within a global or multinational service environment.
• Excellent communication, people leadership, and problem-solving capabilities.

Preferred Experience

• Exposure to managing geographically distributed support teams.
• Experience supporting North American or global business operations.
• Track record of driving service improvement, operational efficiency, and customer satisfaction initiatives.
• Service Delivery Leadership
• ITIL & ITSM
• Incident & Problem Management
• Operational Excellence
• Stakeholder Management
• Customer Experience Management
• Process Improvement & Governance

Additional Information

• Work Arrangement: Onsite
• Shift: Monday to Friday, 7:00 PM – 4:00 AM