Service Delivery Manager

ePLDT, Inc.; Philippines; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

ePLDT, Inc. is seeking a Service Delivery Manager to bridge our clients with technical teams and ensure operational health of Cloud IaaS, SaaS, Cybersecurity, Data, and AI services. The role owns the full service lifecycle, including SLA governance and CAB approvals.

The ideal candidate brings 5–7 years in IT service delivery within an MSP, strong ITIL knowledge, and experience with cloud platforms (AWS/Azure/GCP). Mastery of incident, problem, and change management is required.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or related field (Master’s Degree in Business (MBA) or IT Management is a plus.)
• 5–7 years of experience in IT Service Delivery, Account Management, or Technical Project Management.
• Experience working in a Managed Services Provider (MSP) environment.
• Experience managing technology stacks: Cloud (AWS/Azure/GCP), SaaS platforms, Cybersecurity protocols, Data/AI solutions.
• Deep understanding of ITIL framework (Incident, Problem, Change, SLM).
• Functional understanding of IaaS, SaaS, Cybersecurity standards (ISO 27001, NIST)

Responsibilities

• SLA Governance: Manage and monitor Service Level Agreements to ensure compliance.
• Operational Monitoring: Oversee the performance of the delivery of managed services to be as contract.
• Termination & Offboarding: Manage the formal process of service termination when required, ensuring data security, asset recovery, and contract compliance to minimize legal and security risks.

Skills

ITIL framework knowledge

MSP experience

Cloud platforms (AWS/Azure/GCP)

SaaS/Cybersecurity/Data/AI familiarity

CAB / Change Management

Education

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

MBA or IT Management (plus)

Job description

JOB SUMMARY :

The Service Delivery Manager acts as the strategic bridge between the Client and our Technical Teams. This role is responsible for ensuring the operational health and quality of our Cloud IaaS, SaaS, Cybersecurity, Data, and AI services. The SDM owns the full service lifecycle from ongoing Service Level Management (SLM), Problem and Change management to the procedural handling of service termination.

SPECIFIC DUTIES AND RESPOSIBILITIES:

1. Service Level Management & Operational Excellence (Monitoring & Coordination)

• SLA Governance: Manage and monitor Service Level Agreements (SLAs) to ensure compliance. Track resolution times and reduce the number of escalations.

• Operational Monitoring: Oversee the performance of the delivery of managed services to be as contract.

• Termination & Offboarding: Manage the formal process of service termination when required, ensuring data security, asset recovery, and contract compliance to minimize legal and security risks.

2. Incident, Problem, and Change Management

• Problem Management: Lead Root Cause Analysis (RCA) for major incidents. Coordinate with technical teams to ensure permanent fixes are implemented, preventing recurrence.

• Change Management: Act as a key member of the Change Advisory Board (CAB). Review and approve changes to client infrastructure (IaaS/SaaS) to mitigate risk and minimize disruption during change implementation and coordinated activities.

• Risk Mitigation: Proactively identify service risks. Measure the percentage of issues resolved within SLA and track the reduction in escalations over time.

3. Client Communication, Trust & Bridge Function

• Single Point of Contact: Serve as the primary escalation point and liaison between the client and internal technical teams (Cloud Architects, Security Analysts, Developers) for Managed Service Clients.

• Performance Reporting: Conduct Monthly/Quarterly Business Reviews (QBRs) presenting performance metrics, SLA status, and improvement initiatives.

• Brand Reputation: Manage client satisfaction through regular surveys and relationship building. Aim to increase Net Promoter Score (NPS) and secure testimonials/public reviews.

JOB QUALIFICATION:

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or related field (Master’s Degree in Business (MBA) or IT Management is a plus.)

• 5–7 years of experience in IT Service Delivery, Account Management, or Technical Project Management.

• Experience working in a Managed Services Provider (MSP) environment.

• Experience managing technology stacks: Cloud (AWS/Azure/GCP), SaaS platforms, Cybersecurity protocols, Data/AI solutions.

• Deep understanding of ITIL framework (Incident, Problem, Change, SLM).

• Functional understanding of IaaS, SaaS, Cybersecurity standards (ISO 27001, NIST)

Certification / License:

• Mandatory: ITIL v4 Foundation (Intermediate/Managing Professional preferred).

• Preferred: PMP or Prince2.

• Plus: Cloud Certifications (AWS Cloud Practitioner, Microsoft Azure Fundamentals).