Service Delivery Manager

IT by Design Philippines Inc.; Murcia; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

HMO coverage

Life Insurance

Pet Insurance

Government-Mandated Benefits

Annual Performance Review and Bonus

13th Month Pay

Free Meal, Coffee & Snacks

Job summary

IT By Design Philippines is seeking a Service Delivery Manager to lead our service desk for US-based clients. You will supervise daily operations, drive service quality, manage client relationships, and mentor the team to achieve SLA targets.

You will collaborate with cross functional teams, implement process improvements, track performance metrics, and ensure accurate time and ticket management using ConnectWise or similar PSA/RMM tools.

Qualifications

• 3+ years of experience in Service Delivery, Service Desk Management, or IT Operations leadership.
• Experience with MSP technology environments.
• Proven experience supporting US-based clients and managing client relationships.
• Strong technical understanding of IT applications, systems, infrastructure, and support processes.
• Demonstrated ability to lead, coach, and develop technical teams.
• Strong problem-solving, decision-making, and escalation management skills.
• Excellent communication, presentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage the service desk team's daily operations, performance, and priorities.
• Serve as a key escalation point for complex technical and client issues.
• Build strong relationships with US-based clients and ensure service expectations are consistently met.
• Drive service quality, productivity, SLA performance, and customer satisfaction.
• Mentor, coach, and develop team members through regular feedback, training, and performance reviews.
• Lead problem investigations, technical escalations, and root-cause resolution.
• Identify opportunities to improve processes, workflows, and service delivery.
• Develop and maintain service desk processes, standards, documentation, and procedures.
• Monitor risks, escalations, projects, and outstanding client issues through resolution.
• Prepare and present service performance reports, metrics, and operational updates to leadership.
• Facilitate team meetings, service reviews, and continuous improvement initiatives.
• Partner with technical teams and leadership to implement changes and deliver new services.
• Ensure accurate time, expense, ticket, and activity tracking within ConnectWise.
• Stay current with emerging technologies, IT service management practices, and industry trends.

Skills

Service delivery

MSP experience

Client relationships

Leadership

Problem solving

Tools

ConnectWise

Job description

Position Summary

We are looking for a Service Delivery Manager to lead our service desk team and ensure exceptional IT support and service delivery for our US-based clients. In this role, you'll combine people leadership, technical problem-solving, client relationship management, and service improvement to drive team performance, operational excellence, and customer satisfaction.

What You'll Do

• Lead and manage the service desk team's daily operations, performance, and priorities.
• Serve as a key escalation point for complex technical and client issues.
• Build strong relationships with US-based clients and ensure service expectations are consistently met.
• Drive service quality, productivity, SLA performance, and customer satisfaction.
• Mentor, coach, and develop team members through regular feedback, training, and performance reviews.
• Lead problem investigations, technical escalations, and root-cause resolution.
• Identify opportunities to improve processes, workflows, and service delivery.
• Develop and maintain service desk processes, standards, documentation, and procedures.
• Monitor risks, escalations, projects, and outstanding client issues through resolution.
• Prepare and present service performance reports, metrics, and operational updates to leadership.
• Facilitate team meetings, service reviews, and continuous improvement initiatives.
• Partner with technical teams and leadership to implement changes and deliver new services.
• Ensure accurate time, expense, ticket, and activity tracking within ConnectWise.
• Stay current with emerging technologies, IT service management practices, and industry trends.

Must-Have Qualifications

• 3+ years of experience in Service Delivery, Service Desk Management, or IT Operations leadership.
• Experience working with a Managed Service Provider (MSP) or MSP technology environment.
• Proven experience supporting US-based clients and managing client relationships.
• Strong technical understanding of IT applications, systems, infrastructure, and support processes.
• Demonstrated ability to lead, coach, and develop technical teams.
• Strong problem-solving, decision-making, and escalation management skills.
• Excellent communication, presentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and strategic planning skills.
• Experience with ConnectWise or similar PSA/RMM platforms is a strong advantage.
• Ability to work independently while collaborating effectively across teams.

Success in This Role Looks Like

• High-performing and well-developed service desk teams.
• Consistent achievement of service levels and operational targets.
• Strong client relationships and high customer satisfaction.
• Faster and more effective resolution of escalated issues.
• Continuous improvement in service desk processes and productivity.
• Clear visibility of service performance, risks, and priorities.

Benefits

• HMO coverage effective Day 1 of employment with 3 free dependent
• Life Insurance
• Pet Insurance
• Government-Mandated Benefits
• Annual Performance Review and Bonus
• 13th Month Pay
• Free Meal, Coffee & Snacks

About IT By Design

IT By Design (ITBD) is a global leader in engineering talent solutions, AI transformation programs, and growth enablement services for Managed Service Providers (MSPs). With 800+ employees across the US, India, and the Philippines, we help MSPs scale capacity, improve capability, and operate with clarity.