Service Delivery Manager

CXC Global Hong Kong Limited; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

CXC Global Hong Kong Limited is seeking an experienced Delivery Manager to lead a large-scale IT operations environment in a 24x7 setting, supervising 80+ professionals across multiple support disciplines. The role focuses on service excellence, operational stability, and customer satisfaction through strong governance and leadership.

As the onsite delivery lead, you will partner with senior stakeholders, drive continuous improvement, and mentor teams to deliver reliable IT services for global

Qualifications

• 12–15 years of IT industry experience.
• Minimum 5 years in people leadership and service delivery.
• Proven experience managing teams of 30–40 resources or larger.
• Strong background in managing large-scale IT support and operations environments.
• Experience engaging with senior stakeholders and customers in a client-facing capacity.

Responsibilities

• Lead and manage a large-scale 24x7 IT service delivery operation.
• Oversee teams supporting Asset Management, Network Support, Deskside Support, and Voice Services.
• Ensure service availability, operational stability, and adherence to service-level commitments.
• Drive incident, problem, and service management best practices.
• Build and maintain strong relationships with client stakeholders and executive leadership.
• Lead governance activities, service reviews, and performance management discussions.
• Identify opportunities for process optimization, standardization, and operational efficiency.
• Champion a culture of continuous improvement, accountability, and customer-centric service delivery.
• Manage, coach, and develop high-performing teams while fostering employee engagement.

Skills

ITIL Certification

Service Desk Operations

IT Service Management

Service Delivery Leadership

Stakeholder Management

Operational Excellence

Job description

Our client is seeking an experienced Delivery Manager to lead a large-scale IT operations environment supporting global business functions. This is a high-visibility leadership role responsible for overseeing a team of 80+ professionals across multiple technology support disciplines while driving operational excellence, customer satisfaction, and service performance.

As the primary onsite delivery leader, you will serve as a trusted partner to key stakeholders, ensuring seamless service delivery, operational stability, and continuous improvement across a 24x7 support environment.

Key Responsibilities

Lead and manage a large-scale 24x7 IT service delivery operation.

Oversee teams supporting Asset Management, Network Support, Deskside Support, and Voice Services.

Ensure service availability, operational stability, and adherence to service-level commitments.

Drive incident, problem, and service management best practices.

Build and maintain strong relationships with client stakeholders and executive leadership.

Lead governance activities, service reviews, and performance management discussions.

Identify opportunities for process optimization, standardization, and operational efficiency.

Champion a culture of continuous improvement, accountability, and customer-centric service delivery.

Manage, coach, and develop high-performing teams while fostering employee engagement.

What We’re Looking For

Experience

12 to 15 years of overall IT industry experience.

Minimum of 5 years in people leadership and service delivery management.

Proven experience managing teams of 30 to 40 resources or larger.

Strong background in managing large-scale IT support and operations environments.

Experience engaging with senior stakeholders and customers in a client-facing capacity.

Required Skills

• ITIL Certification
• Service Desk Operations
• IT Service Management (ITSM)
• Service Delivery Leadership
• Stakeholder Management
• Operational Excellence and Continuous Improvement

Ideal Candidate

The successful candidate is a results-driven service delivery leader with a strong operational mindset and a passion for building high-performing teams. You thrive in fast-paced environments, excel at stakeholder management, and have a proven track record of driving service improvements while maintaining exceptional customer satisfaction.

Why Consider This Opportunity?

Lead a large-scale, business-critical IT delivery operation.

Partner with global stakeholders and support international customers.

Influence strategic decisions and operational transformation initiatives.

Take ownership of a highly visible leadership role with significant impact.

Work within a dynamic and collaborative enterprise environment.

If you have a strong foundation in IT Service Management, proven leadership experience, and a passion for operational excellence, we'd love to hear from you.