Service Delivery Manager

Eastvantage Group; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Eastvantage Group in Taguig, Philippines, is seeking an experienced Service Delivery Manager to oversee service delivery for enterprise and strategic clients. You will align IT services with contract requirements and drive improvements.

You will work with cross-functional teams to meet SLAs, manage incidents, and communicate performance with customers. ITIL 4 certification and familiarity with ServiceNow and Microsoft 365 are preferred.

Qualifications

• Relevant experience in IT service delivery or managed services.
• Experience with ITIL processes (incident, problem, change).
• Ability to manage SLAs and major incidents.
• Strong customer relationship and stakeholder engagement skills.

Responsibilities

• Oversee end-to-end service delivery for enterprise and strategic clients.
• Lead reviews on service performance and improvement opportunities.
• Coordinate with internal teams and third-party providers to resolve issues.
• Manage major incidents and post-incident reporting.

Skills

IT service delivery

SLA management

Customer relationship

Stakeholder engagement

Problem solving

Tools

ServiceNow

Microsoft 365

Cloud platforms

ITIL processes

Job description

We’re Hiring: Service Delivery Manager!

We are looking for an experienced and customer-focused Service Delivery Manager to oversee service delivery for a portfolio of enterprise and strategic clients. The ideal candidate will act as a trusted customer advocate, ensuring service excellence, contractual compliance, and strong client relationships while driving continuous improvement across managed IT services.

In this role, you will collaborate with technical support, professional services, customer success, and account management teams to ensure service level agreements (SLAs) are met, incidents are managed effectively, and customers receive high-quality, reliable IT services.

Location: Taguig, Philippines
Work Mode: Flexible Office & Remote
Position: Service Delivery Manager
Reports To: Manager, Service Delivery

What You’ll Do:

Service Delivery & Management

• Oversee end-to-end service delivery for assigned enterprise and strategic customers, ensuring contractual obligations and service level agreements are met.
• Lead regular customer service review meetings to discuss service performance, quality, operational processes, and improvement opportunities.
• Coordinate with internal teams and third-party providers to resolve service issues and achieve customer objectives.
• Oversee major incidents and ensure timely post-incident reporting, root cause analysis, and corrective actions.

Performance & Continuous Improvement

• Monitor service performance, identify trends, and provide actionable insights and recommendations.
• Develop and implement Service Improvement Plans (SIPs) to enhance service quality and operational efficiency.
• Track improvement initiatives and ensure agreed actions are completed within established timelines.
• Collaborate with internal stakeholders and external partners to minimize service risks and improve service delivery outcomes.

Customer Relationship & Advocacy

• Build and maintain strong relationships with customers, serving as their primary advocate within the organization.
• Work closely with Customer Success and Account Management teams to improve customer satisfaction and retention.
• Review customers’ service usage and identify opportunities to enhance service quality, value, and overall experience.
• Provide proactive communication and meaningful service reports to keep customers informed of performance and ongoing initiatives.
• Educate customers on service processes, technologies, and available solutions.

Contract & Commercial Management

• Maintain accurate customer support documentation, service processes, and contractual records.
• Ensure service delivery aligns with agreed contractual, commercial, and support arrangements.
• Coordinate contract variations, ad hoc billing, and related activities with Account Management.
• Identify opportunities to improve contract profitability while maintaining service quality and customer satisfaction.

ITIL Process & Escalation Management

• Follow and promote ITIL-based processes for incident, problem, and change management.
• Manage escalated customer tickets, ensuring appropriate prioritization, timely resolution, and SLA compliance.
• Coordinate with relevant teams and management to resolve critical issues and minimize business impact.
• Drive effective escalation management and ensure customer expectations are met.

What We’re Looking For:

Experience & Technical Knowledge

• Relevant experience in IT service delivery, service management, or managed services.
• Experience working with Microsoft 365 and its applications.
• Knowledge of ITIL-based service management processes, including incident, problem, and change management.
• Familiarity with ServiceNow or similar IT service management platforms is preferred.
• Understanding of network technologies and data services, including SD-WAN, MPLS, and IPsec.
• Knowledge of cloud service concepts, including AWS, Microsoft Azure, and private cloud environments.
• Experience managing enterprise customers, service level agreements, and major incident escalations.

Certifications

• ITIL 4 certification is required.

Key Skills & Attributes

• Excellent verbal and written communication skills.
• Strong customer relationship management and stakeholder engagement abilities.
• Analytical thinking and problem-solving skills, with a focus on service improvement.
• Ability to manage competing priorities and perform effectively under pressure.
• Strong collaboration skills and the ability to work across cross-functional teams.
• Professionalism, reliability, flexibility, and excellent time management.