Service Delivery Manager

GECO Asia Pte. Ltd; Pasig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

GECO Asia Pte. Ltd is seeking a Service Delivery Manager in Metro Manila to oversee managed services for Power Platform and analytics, ensuring SLA compliance, service quality, and customer satisfaction.

You will manage operations, escalations, stakeholder relationships, and continuous improvement across distributed teams. The role requires 7–10+ years in IT service delivery, strong ITIL knowledge, and hands-on incident/problem/change management experience, with preference for ITIL Foundation v4

Qualifications

• 7–10+ years in IT Service Delivery.
• 3–5+ years managing managed service engagements.
• Strong ITIL framework knowledge and service management experience.
• Hands-on incident, problem, and change management experience.
• Proven SLA/KPI, vendor and stakeholder management.
• Experience with enterprise clients and distributed teams.
• Knowledge of Power Platform, analytics, and enterprise apps.
• ITIL Foundation v4 preferred; PMP/PRINCE2/PL-900 an advantage.

Responsibilities

• Own the service delivery lifecycle and ensure SLA/KPI achievement.
• Manage incident, problem, and change processes.
• Serve as primary escalation point and maintain customer relationships.
• Lead service review meetings and present reports.
• Manage capacity, utilization, workload forecasting, and resource allocation.
• Identify operational risks and mitigation actions.
• Support contract governance and change requests.
• Track service performance metrics and coordinate invoicing.
• Lead developers and support engineers with coaching and knowledge sharing.
• Drive continuous improvement and service quality.

Skills

ITIL knowledge

SLA/KPI management

Vendor management

Stakeholder management

Incident/Problem/Change management

Leadership

Power Platform & analytics familiarity

Contract governance

Tools

Microsoft Power Platform

Microsoft Fabric

Cloud solutions & analytics tools

Job description

Job Summary

The Service Delivery Manager is responsible for overseeing managed services engagements, ensuring SLA compliance, service quality, customer satisfaction, governance, resource planning, and operational excellence across Power Platform and analytics services.

The role serves as the primary point of contact for service delivery, managing operations, escalations, stakeholder relationships, team performance, and continuous improvement.

Key Responsibilities

• Own the overall service delivery lifecycle and ensure contractual SLA and KPI achievement.

• Manage incident, problem, and change management processes.

• Serve as the primary escalation point and maintain strong customer relationships.

• Lead service review meetings and present monthly and quarterly service reports.

• Manage team capacity, utilization, workload forecasting, and resource allocation.

• Identify and manage operational risks and mitigation actions.

• Support contract governance, scope changes, change requests, and commercial activities.

• Track service performance metrics and coordinate invoicing when required.

• Lead developers and support engineers, including performance coaching and knowledge sharing.

• Drive continuous improvement, operational efficiency, and service quality.

Qualifications and Requirements

• 7–10+ years of experience in IT Service Delivery.

• 3–5+ years of experience managing managed service engagements.

• Strong knowledge of the ITIL framework and service management practices.

• Hands-on experience with Incident, Problem, and Change Management.

• Strong experience in SLA/KPI management, vendor management, and stakeholder management.

• Experience managing enterprise clients and geographically distributed teams.

• Good understanding of Microsoft Power Platform, Microsoft Fabric, cloud solutions, analytics/reporting, and enterprise applications.

• Strong leadership, communication, escalation management, and problem-solving skills.

• Experience managing Power Platform, analytics, or other enterprise technology managed services is highly preferred.

• ITIL Foundation v4 certification is preferred.

• PMP, PRINCE2, or Microsoft PL-900 certification is an advantage.