Service Delivery Manager

Accent Micro Technologies, Inc.; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Accent Micro Technologies, Inc. is seeking a Service Delivery Manager to lead end-to-end service delivery for a managed services engagement.

You will oversee service performance, SLA compliance, incident management, and client coordination to ensure contract success. The role requires ITIL/ITSM proficiency, leadership of technical teams, and effective stakeholder communication across multiple vendors and clients.

Qualifications

• Bachelor’s degree in IT, CS, Engineering, or related field.
• 7–10 years of experience in IT Infrastructure, Managed Services, Service Delivery, or IT Operations.
• 3–5 years in a Service Delivery Manager, IT Operations Manager, or similar leadership role.
• Experience managing enterprise infrastructure or mission-critical environments.
• Strong knowledge of ITIL / IT Service Management.
• Experience in SLA, Incident, Problem, Change, and Major Incident Management.
• Experience managing technical teams, vendors, OEMs, and third-party service providers.
• Strong client-facing and stakeholder management skills.
• Excellent communication, leadership, problem-solving, and decision-making skills.

Responsibilities

• Manage end-to-end service delivery and day-to-day operations.
• Ensure compliance with SLA, KPI, SOW, and client requirements.
• Monitor service performance and identify potential SLA breaches.
• Lead major incident, recurring incident, and escalation management.
• Coordinate with technical teams, vendors, OEMs, and third-party providers.
• Ensure adequate manpower and operational resource coverage.
• Oversee Change, Problem, and Release Management activities.
• Manage client communication and operational concerns.
• Prepare and present SLA/KPI, incident, service performance, and operational reports.
• Lead regular operations meetings and track action items to closure.
• Identify operational risks and implement corrective actions.
• Drive continuous improvement in service reliability, monitoring, automation, and operational efficiency.

Skills

ITIL / IT Service Management

SLA management

Incident / Problem / Change management

Leadership

Client-facing / Stakeholder management

Communication / Decision-making

Education

Bachelor’s Degree in IT, Computer Science, Engineering, or related field

Tools

Linux

Ansible

Prometheus

Grafana

Red Hat Satellite

Job description

We are looking for a Service Delivery Manager to lead the end-to-end operational delivery of a managed services engagement. The role will oversee service performance, SLA compliance, incident management, technical teams, vendors, resources, and client coordination.

Job Description

• Manage end-to-end service delivery and day-to-day operations.

• Ensure compliance with SLA, KPI, SOW, and client requirements.

• Monitor service performance and identify potential SLA breaches.

• Lead major incident, recurring incident, and escalation management.

• Coordinate with technical teams, vendors, OEMs, and third-party providers.

• Ensure adequate manpower and operational resource coverage.

• Oversee Change, Problem, and Release Management activities.

• Manage client communication and operational concerns.

• Prepare and present SLA/KPI, incident, service performance, and operational reports.

• Lead regular operations meetings and track action items to closure.

• Identify operational risks and implement corrective actions.

• Drive continuous improvement in service reliability, monitoring, automation, and operational efficiency.

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science, Engineering, or related field.

• 7–10 years of experience in IT Infrastructure, Managed Services, Service Delivery, or IT Operations.

• 3–5 years of experience in a Service Delivery Manager, IT Operations Manager, Infrastructure Manager, or similar leadership role.

• Experience managing enterprise infrastructure or mission-critical environments.

• Strong knowledge of ITIL / IT Service Management.

• Experience in SLA, Incident, Problem, Change, and Major Incident Management.

• Experience managing technical teams, vendors, OEMs, and third-party service providers.

• Strong client-facing and stakeholder management skills.

• Excellent communication, leadership, problem-solving, and decision-making skills.

Primary Technical Skill

• IT Service Delivery / IT Infrastructure Management

Preferred Technical Skills

• Linux / Red Hat Enterprise Linux

• Server Infrastructure

• Infrastructure Monitoring

• Ansible / Infrastructure Automation

• Red Hat Satellite

• Prometheus / Grafana

• Networking Fundamentals

• Database and Middleware Concepts

• IT Infrastructure Security

• High-Availability and Production Support