Service Delivery Manager

Ebizolution Inc.; Metro Manila; On-site; PHP 1,116,000 - 1,786,000; Full time

Job summary

Ebizolution Inc. is seeking a Service Delivery Manager to oversee IT service operations, manage client relationships, and lead the service delivery team to ensure quality outcomes. You will monitor KPIs, SLAs, and service levels while driving continuous improvement and cost efficiency.

The role requires strong leadership and stakeholder management in a fast-paced IT environment. You will collaborate with cross-functional teams to align delivery with business goals, manage incidents and

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Management, or related field.
• 3–5 years in IT service delivery, IT operations, or related areas.
• 1–2 years in a leadership or managerial role.
• Experience managing client relationships and SLAs, plus incident escalation handling.
• ITIL certification is a plus.
• Background in IT services, managed services, or BPO is preferred.

Responsibilities

• Lead and manage IT service delivery operations and ensure SLA compliance.
• Build and maintain strong client relationships and manage expectations.
• Oversee service performance with KPIs, service quality, and productivity.
• Develop the service delivery team through leadership and coaching.
• Manage incident, problem, and escalation processes to timely resolution.
• Oversee budgets and resource allocation for optimal costs.
• Identify opportunities to improve efficiency and reduce costs.
• Drive continuous service improvement from client feedback and trends.
• Coordinate with internal teams to align delivery with objectives.
• Oversee IT projects and engagements to meet milestones and scope.

Skills

Leadership experience

Client relationship management

IT service delivery

SLAs and KPI monitoring

Team development and coaching

Education

Bachelor's degree in IT / CS / Business

Job description

About the role

The Service Delivery Manager oversees IT service operations, manages client relationships, leads the service delivery team, and ensures quality service delivery, client satisfaction, and achievement of business objectives.

Key responsibilities

• Lead and manage service delivery operations to ensure efficient execution of IT services, achievement of operational targets, and compliance with client requirements and service-level agreements (SLAs)

• Build and maintain strong client relationships by understanding business needs, addressing concerns, managing expectations, and ensuring high levels of customer satisfaction

• Oversee service performance and operational efficiency by monitoring key performance indicators (KPIs), SLAs, service quality, productivity, and delivery commitments

• Manage and develop the service delivery team by providing leadership, guidance, coaching, and performance feedback to promote accountability, collaboration, and continuous improvement

• Oversee incident, problem, and escalation management to ensure timely resolution of service issues, effective root cause analysis, and implementation of corrective and preventive actions

• Manage service delivery budgets and resource allocation to ensure optimal utilization of personnel, operational resources, and project costs

• Identify opportunities to improve operational efficiency and reduce costs while maintaining service quality, meeting client expectations, and ensuring customer satisfaction

• Drive continuous service improvement initiatives by analyzing client feedback, operational reports, recurring issues, and performance trends to enhance service delivery processes

• Collaborate with internal departments, technical teams, project managers, and business unit leaders to align service delivery strategies with organizational objectives and client requirements

• Oversee assigned IT projects and service engagements to ensure timely delivery of milestones, compliance with agreed scope, achievement of deliverables, and fulfillment of client expectations

About you

• Bachelor's degree in Information Technology, Computer Science, Business Management, Business Administration, or a related field

• At least 3–5 years of relevant experience in IT service delivery, technical support, IT operations, project management, or a related field

• At least 1–2 years of experience in a leadership or managerial role, preferably as a Service Delivery Manager, Service Delivery Lead, IT Operations Lead, or equivalent position

• Experience managing client relationships, service-level agreements (SLAs), operational performance, incident escalations, and service improvement initiatives

• Relevant certifications in IT Service Management, such as ITIL, are an advantage

• Experience in an IT services, managed services, systems integration, or BPO environment is preferred