Service Delivery Manager – Payments & Mobile

Thakral One; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Thakral One is seeking a Service Delivery Manager for the Pay2Bill support engagement in the Philippines. In this role, you will lead the delivery governance across the application landscape, ensuring reliable maintenance and deployment support.

The successful candidate will drive service quality and incident governance while maintaining operational discipline. You will coordinate across technical teams to ensure effective alignment and resolution of priority issues.

Qualifications

• Strong experience in service delivery, application support management, or operational governance within enterprise technology environments.
• Experience managing priority incidents and operational reviews in a structured support environment.
• Ability to work effectively with technical teams supporting application deployments.

Responsibilities

• Lead day‑to‑day service delivery for the Pay2Bill engagement.
• Govern incident management for priority issues.
• Drive monthly operations reviews with updates on service performance.

Skills

Service delivery experience

Application support management

Operational governance

Incident management

Deployment coordination

Stakeholder reporting

Root Cause Analysis

Job description

Service Delivery Manager – Payments & Mobile

Location: Philippines

As a Service Delivery Manager, you will lead the delivery governance and operational performance of the Pay2Bill support engagement, ensuring reliable Level 3 break‑fix maintenance and deployment support across the application landscape. You will be responsible for driving service quality, incident governance, stakeholder alignment, and operational discipline across the one‑year engagement while ensuring all commitments are delivered in line with agreed scope and timelines.

What You’ll Do and How You’ll Succeed

• Lead day‑to‑day service delivery for the Pay2Bill engagement, ensuring operational support is delivered consistently within the agreed 8×5 model.
• Oversee consolidated Level 3 break‑fix support across the Pay2Bill application environment.
• Govern incident management for priority issues, ensuring Root Cause Analysis is completed for P1 and P2 incidents.
• Ensure deployment support is properly coordinated and handed over to Level 2 teams.
• Review and manage deployment work plans, including rollback planning, to support stable production releases.
• Drive monthly operations reviews with clear updates on service performance, incident trends, risks, and operational actions.
• Coordinate across technical teams and stakeholders to ensure alignment on priorities, issue resolution, and deployment readiness.
• Maintain delivery discipline by ensuring commitments remain within the defined support scope.
• Escalate risks, blockers, and service concerns in a timely manner and drive resolution through the right channels.
• Ensure service reporting and operational documentation are accurate, timely, and useful for stakeholder decision‑making.

We’d Love to Hear From You If…

Experience

• You have strong experience in service delivery, application support management, or operational governance within enterprise technology environments.
• You have led application support or maintenance engagements involving incident management, deployment coordination, and stakeholder reporting.
• You have experience managing priority incidents and operational reviews in a structured support environment.

Technical Expertise

• You understand Level 3 support operations, break‑fix governance, deployment planning, and rollback readiness.
• You are familiar with Root Cause Analysis processes for high‑priority incidents.
• You can work effectively with technical teams supporting application deployments and L2 handovers.

Ways of Working

• You are organised, responsive, and calm under pressure, especially during high‑severity incidents.
• You communicate clearly with both technical and non‑technical stakeholders.
• You balance operational control with practical decision‑making and strong follow‑through.
• You are disciplined in keeping delivery aligned to agreed scope and service commitments.

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