Service Delivery Manager

Manila Water Company, Inc.; Philippines; On-site; PHP 1,300,000 - 1,800,000; Full time

Job summary

Manila Water Company, Inc. seeks a seasoned PMO professional to guide IT governance, strategy alignment, and project delivery across business units in the Philippines.

You will oversee portfolio performance, drive process improvements, and mentor delivery teams to meet timelines, budgets, and quality standards.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or equivalent.
• 8+ years of PMO, program management and delivery services experience.
• Strong understanding of Waterfall, Agile, Hybrid, SDLC methods.
• Excellent communication and stakeholder management skills.
• Strong analytical, organizational, and documentation skills.
• Ability to work under pressure and manage multiple priorities.
• PMI, ITIL, Lean Six Sigma or similar certification is a plus.

Responsibilities

• Participates in strategic planning to mature departmental functions and services.
• Prepares IT scorecard and monitors/reports it to IT Leadership and stakeholders.
• Ensures ITG alignment with business strategies; analyzes PMS initiatives, timelines, costs, benefits, and customer satisfaction.
• Implements IT Governance framework, structures, and standards; drives IT Target Operating Model.
• Defines and implements cross-functional IT policies and processes for consistent, quality services.
• Publishes and cascades IT policies to ensure alignment across IT departments.
• Collaborates with IT Portfolio Governance to define, prioritize, and develop projects.
• Analyzes portfolio data: interdependencies, progress, budgets, risks, benefits and resource allocation.
• Prepares portfolio reports, escalates high risks to IT heads.
• Proposes PMO guidelines/sub-processes and disseminates them to delivery teams.
• Conducts project reviews and ensures adherence to budgets and milestones.
• Facilitates lessons learned and PM training.
• Manages gate reviews, change reviews, and cutover planning for successful business use.
• Drives timely completion of projects to achieve CAPEX targets.
• Oversees critical IT initiatives; reports status and escalates issues as needed.
• Monitors resource capacity and demand; recommends mitigations.
• Conducts project audits and solicits feedback from senior management.
• Manages interfaces with customers by evaluating satisfaction and driving improvements.
• Develops and improves standard methodologies focusing on best practices.

Skills

Communication

Analytical thinking

PM methodologies

Stakeholder management

Documentation

Prioritization

Certifications

Education

B.S. in Computer Science or Information Technology

Job description

RESPONSIBILITIES:

Participates in the strategic planning process by proposing ideas that would contribute to the maturity of departmental functions and services.

Prepares IT scorecard, monitors and reports it to IT Leadership and IT stakeholders periodically.

Ensures alignment of CITG with business strategies by monitoring the performance of PMS initiatives considering time, cost, quality, benefits and customer satisfaction. Analyzes data and drives preventive / corrective actions, and works proactively with delivery managers and senior management.

Implements the organization’s IT Governance framework, structures, and standards. Drives and monitors the implementation of the IT Target

Operating Model (structure/people, process, RACI, tools) as per design.

Defines and implements policies and procedures on IT cross-functional processes (eg. Solutions Delivery Life Cycle, Service Management, Resource Mgt, Performance Mgt, etc) to enable IT to provide consistent and quality services to all Business Units.

Publishes and cascades the policies and processes in the organization and ensures alignment amongst IT Departments

Collaborates with IT Portfolio Governance Body to define, prioritize, and develop projects and programs

Analyzes portfolio data, including interdependencies, progress, budgets, risks, benefits, and resource allocation

Prepares regular portfolio reports, recommends action, and escalates high risks / issues to IT department heads.

Proposes PMO guidelines/sub-processes, documents and cascades it to IT delivery teams.

Conducts projects reviews and continuously evaluates projects to ensure they are meeting IT standards, adhering to budgets, and meeting milestones.

Facilitates collection of lessons learned, analyses it, and conducts regular project management training.

Facilitates project control mechanisms such as gate reviews, change review and cutover planning to ensure that the fully tested and approved project is ready for business use and ready to be supported

Drives timely completion of projects to achieve RR CAPEX targets

Oversee the implementation of critical projects and initiatives undertaken in IT. Tracks timeline, report status,

Escalate issues, provides guidance and assistance to the project team

Monitors resource capacity and demand to ensure that the group has right capacity to deliver planned projects and recommends mitigation/corrective actions

Conducts project audits by performing audits upon request or if there is a major problem identified by senior managers who request feedback.

Manages interfaces with customers by evaluating customer satisfaction and uses it as basis for improvement proposals and initiatives

Develops and improves the standard methodology for the organization focusing on best practices and continuous improvement

QUALIFICATIONS:

Graduate of a 4-yr college course in Computer Science, Information Technology, or equivalent.

Must have at least 8 years of relevant experience in PMO, program/project management and delivery services, in shared service operations.

Strong understanding of project management methodologies (Waterfall, Agile, Hybrid, SDLC

Excellent communication and stakeholder management skills.

Strong analytical, organizational, and documentation skills.

Ability to work under pressure and manage multiple priorities.

Certification in PMI, ITIL, lean six sigma, or other similar certification is a plus.