Service Delivery Manager

NCS Philippines; Taguig; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

NCS Philippines is seeking an experienced IT Service Delivery Operations Manager to lead Managed Services and DevOps delivery for international clients from Metro Manila. You will design, monitor and optimize service delivery, drive KPIs, and ensure alignment with contractual obligations and CSI data.

The role requires leadership, strong analytical skills, and a proven track record in ITSM tools like JIRA and ServiceNow, with a minimum of 10 years in IT and 3 years in management.

Qualifications

• Bachelor’s or Master’s degree in IT, CS, Engineering or related field.
• 10+ years in IT with 3+ years in IT service delivery/operations management.
• Proven leadership for applications support teams and KPI delivery.
• Experience with international clients and ITSM practices.
• Strong analytical, relationship and performance management skills.

Responsibilities

• Design and implement strategic initiatives to optimize revenue and profitability for Managed Services and DevOps.
• Set financial goals and manage resources to meet business objectives.
• Build partnerships with clients and stakeholders to enable growth.
• Drive service portfolio management to align offerings with business goals.
• Champion operational excellence to reduce cost to serve and improve CSI.
• Establish policies to ensure high service performance and customer experience.
• Identify and remediate issues that affect delivery of high-quality service.
• Provide leadership on Service Delivery using feedback and KPI analytics.
• Own SLAs and contractual obligations of the Managed Service Provider.
• Oversee implementation of contractual obligations and manage associated risks.

Skills

IT Service Delivery

Leadership

Project Management

Relationship management

Performance management

Problem solving

Education

Bachelor’s or Master’s Degree in IT, Computer Science, Engineering, or any related course

Tools

JIRA

ServiceNow

Job description

Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units. This includes setting financial goals and managing resources to achieve business objectives and maximize value. Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth. Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company's overarching business goals and priorities, maximizing the value of investment. Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services and DevOps market.

Key responsibilities

• Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units
• Set financial goals and manage resources to achieve business objectives and maximize value
• Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business
• Drive Service Portfolio Management to ensure the right mix of services offered are aligned to the Company's overarching business goals and priorities
• Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage
• Establish policies and procedures designed to ensure consistently high service performance in service delivery and total customer experience
• Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions
• Provide functional, technical, and process leadership on Service Delivery management by leveraging customer feedback analysis, Customer Satisfaction Index (CSI), and other analytical tools
• Own the Service Level Agreement and all other contractual obligations as the Managed Service Provider
• Effectively manage the implementation of contractual obligations including the risks involved throughout the contract

About you

• Bachelor's or Master's Degree in IT, Computer Science, Engineering, or any related course
• At least 3 years of experience in a managerial role for IT Service Delivery Operations for international clients
• At least 10 years of experience as an IT Professional, with 3 years experience in Operations and Project Management
• At least 5 years experience in any IT Technical role – developer, system administrator, DBA, solutions architect, network management
• At least 2 years of experience in handling IT Application Development projects
• Demonstrated track record in successful service delivery and application of IT management practices, methodologies and tools
• Proven success in providing leadership for applications support teams by building and motivating team members to meet service delivery KPIs
• Experience and working understanding of ITSM tools (JIRA, ServiceNow, etc)
• Strong leadership skills and the ability to manage a team
• Excellent problem-solving and analytical skills, solid relationship management and performance management skills