Service Delivery Manager: Lead, Improve, Wow Clients

Medata Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Medata Inc. in Mandaluyong, NCR, Philippines seeks a Manager of Service Delivery to oversee daily operations, ensure SLAs are met, and drive continuous improvement across the client lifecycle.

You will lead a team of service delivery professionals, collaborate with sales, technical support, and product management, and report KPIs to ensure client satisfaction. Required: Bachelor's degree, 5+ years in service delivery, ITIL knowledge, and strong communication; Master’s and certifications

Qualifications

• Bachelor’s degree in Business Administration, Management, Information Technology, or a related field.
• Minimum of 5 years of experience in service delivery management or a similar role within a corporate environment.
• Proven experience managing teams and coordinating cross-functional projects.
• Strong understanding of service management frameworks such as ITIL or equivalent.
• Excellent communication and interpersonal skills with the ability to manage client relationships effectively.

Responsibilities

• Manage and coordinate daily service delivery operations to ensure adherence to SLAs and client expectations.
• Lead, develop, and mentor a team of service delivery specialists, providing guidance and performance feedback.
• Collaborate with internal departments such as sales, technical support, and product management to resolve service issues and implement improvements.
• Monitor KPIs and generate regular reports to track service quality and operational efficiency.
• Identify risks and implement mitigation strategies to prevent service disruptions and enhance client satisfaction.
• Drive continuous improvement initiatives by analyzing service delivery processes and recommending enhancements.
• Serve as the primary point of contact for escalated client issues, ensuring timely and effective resolution.
• Manage resource allocation and capacity planning to meet fluctuating service demands.

Skills

Leadership

Communication

ITIL knowledge

Cross-functional collaboration

Education

Bachelor's degree

Master's degree (preferred)

Tools

CRM software

Service management tools

Capacity planning tools

Job description

Medata Inc. in Mandaluyong, NCR, Philippines seeks a Manager of Service Delivery to oversee daily operations, ensure SLAs are met, and drive continuous improvement across the client lifecycle.

You will lead a team of service delivery professionals, collaborate with sales, technical support, and product management, and report KPIs to ensure client satisfaction. Required: Bachelor's degree, 5+ years in service delivery, ITIL knowledge, and strong communication; Master’s and certifications