Service Delivery Manager

Questronix Corporation 2; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Questronix Corporation 2 is seeking a Service Delivery Lead in Metro Manila to ensure services meet SLAs and quality standards. You will manage escalations, monitor KPIs, lead incident management, and coordinate transitions while guiding delivery teams to meet targets.

You’ll report performance to clients and senior management, drive continuous improvement, and collaborate with cross‑functional teams in an ITIL‑driven environment.

Qualifications

• Bachelor’s degree in IT, Engineering, or related field.
• 2+ years of experience in service delivery, IT operations, or managed services.
• Proven experience managing client relationships in SLA driven environments.
• Strong knowledge of incident, problem, and change management processes.
• Experience leading cross functional technical teams.
• Strong reporting and documentation skills.
• Experience with Agile/Scrum Methodology.
• ITIL certification (preferred).

Responsibilities

• Serve as the primary point of contact for service delivery matters.
• Ensure services are delivered in accordance with SLAs and quality standards.
• Monitor KPIs (response time, resolution time, uptime, customer satisfaction).
• Manage escalations and ensure timely issue resolution.
• Lead incident management and post-incident reviews (RCA).
• Coordinate service transitions, upgrades, and changes.
• Provide regular service performance reports to clients and senior management.
• Lead and support service delivery teams to meet operational targets.
• Drive continuous service improvement initiatives.

Skills

Client relationship management

Incident/problem/change management

Cross-functional leadership

Reporting and documentation

Agile/Scrum methodologies

ITIL knowledge

Education

Bachelor’s degree in IT, Engineering, or related field

ITIL certification (preferred)

Tools

Job description

Job Description

• Serve as the primary point of contact for service delivery matters
• Ensure services are delivered in accordance with SLAs and quality standards
• Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
• Manage escalations and ensure timely issue resolution
• Lead incident management and post-incident reviews (RCA)
• Coordinate service transitions, upgrades, and changes
• Provide regular service performance reports to clients and senior management
• Lead and support service delivery teams to meet operational targets
• Drive continuous service improvement initiatives

Requirements

Qualifications

• Bachelor’s degree in IT, Engineering, or related field
• 2 years of experience in service delivery, IT operations, or managed services
• Proven experience managing client relationships in SLA driven environments
• Strong knowledge of incident, problem, and change management processes
• Experience leading cross functional technical teams
• Strong reporting and documentation skills
• Experience with Agile/Scrum Methodology
• ITIL certification (preferred)