Service Delivery Manager

Tap Growth ai; Metro Manila; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Tap Growth ai is seeking a Service Delivery Manager to oversee managed services engagements around Power Platform and analytics services. You will ensure service quality, governance, and ongoing operational excellence across the delivery lifecycle.

The role requires strong incident, problem, and change management skills, plus experience leading geographically distributed teams and managing enterprise clients. This is a senior position with significant stakeholder interaction.

Qualifications

• 7–10+ years in IT Service Delivery.
• 3–5+ years managing managed service engagements.
• Experience handling enterprise clients.
• Experience leading geographically distributed teams.

Responsibilities

• Own the overall service delivery lifecycle.
• Ensure achievement of contractual SLAs and KPIs.
• Manage incident, problem, and change management processes.
• Lead service review meetings with stakeholders.
• Present monthly and quarterly service reports.
• Coordinate invoicing and commercial discussions where necessary.
• Lead developers and support engineers.
• Conduct performance coaching and drive continuous improvement.

Job description

The Service Delivery Manager will oversee the managed services engagement, ensuring SLA compliance, service quality, customer satisfaction, governance, resource planning, and operational excellence across Power Platform and analytics services.

Key Responsibilities

Service Delivery Management

• Own the overall service delivery lifecycle.
• Ensure achievement of contractual SLAs and KPIs.
• Manage incident, problem, and change management processes.
• Lead service review meetings with stakeholders.

Customer Management

• Serve as the primary escalation point.
• Build strong customer relationships.
• Drive customer satisfaction initiatives.
• Present monthly and quarterly service reports.

Operations & Governance

• Manage team utilization and capacity planning.
• Monitor workload demand and forecasting.
• Ensure proper resource allocation.
• Manage risks and mitigation actions.
• Support contract governance activities.
• Manage scope changes and change requests.
• Coordinate invoicing and commercial discussions where necessary.
• Lead developers and support engineers.
• Conduct performance coaching.
• Drive knowledge-sharing and continuous improvement.

Required Skills

Service Management

Must Have

• Problem Management
• Stakeholder Management

Technical Understanding

• Analytics and Reporting

Experience

• 7-10+ years in IT Service Delivery.
• 3-5+ years managing managed service engagements.
• Experience handling enterprise clients.
• Experience leading geographically distributed teams.

Certifications (Preferred)

• Microsoft Power Platform Fundamentals (PL-900)