Service Delivery Manager – Workplace Systems

Thakral One; Philippines; On-site; PHP 2,411,091 - 4,219,409; Full time

Job summary

Thakral One is seeking a Service Delivery Manager – Workplace Systems based in the Philippines. In this role, you will be responsible for overseeing the quality and continuity of Office-Collaboration systems. You'll manage service agreements, ensure performance levels meet business needs, and drive improvements using IT frameworks.

The ideal candidate has at least five years in service delivery management within IT, with proficiency in ITIL, SIAM, or COBIT frameworks. Strong stakeholder management and proactive problem-solving skills are essential for success.

Qualifications

• At least five years in service delivery management within IT infrastructure or collaboration platforms.
• Proficient in ITIL, SIAM, or COBIT frameworks.

Responsibilities

• Manage service agreements and customer relationships.
• Apply IT Service Management frameworks.
• Monitor and report on SLA performance.
• Manage budgets and risks.
• Identify operational issues and reduce disruption.
• Align services with application management and IT operations.

Skills

Service delivery management

Stakeholder management

Proactive problem solving

Tools

ITIL

SIAM

COBIT

Active Directory

AWS Route 53

GCP DNS

Zimbra

Job description

Service Delivery Manager – Workplace Systems

Location: Philippines

As a Service Delivery Manager, you will oversee the quality and continuity of the client’s Office‑Collaboration systems, ensuring services meet performance levels and business needs. You will build strong relationships with stakeholders, manage service agreements and budgets, and drive continuous improvement using recognised IT‑service frameworks.

What You’ll Do and How You’ll Succeed

• Manage service agreements and customer relationships to ensure reliable delivery of Office‑Collaboration services.
• Apply IT Service Management frameworks such as ITIL, SIAM, and COBIT to structure processes and improve supplier collaboration.
• Monitor and report on SLA performance, driving improvements to meet change‑success and ticket‑handling targets.
• Manage budgets and risks to deliver services efficiently and control costs.
• Identify operational issues early and take action to reduce disruption and restore stability.
• Align services with application management and IT operations, ensuring adherence to agreed processes and supporting Agile/DevOps practices.

We’d Love to Hear From You If…

Experience

• You have at least five years in service delivery management within IT infrastructure or collaboration platforms.

Technical Expertise

• You are proficient in ITIL, SIAM, or COBIT frameworks.
• You understand Active Directory, automated software distribution, and collaboration tools such as DNS, DHCP, SMTP, OKTA, PAM, AWS Route 53, GCP DNS, and Zimbra.

Ways of Working

• You excel at stakeholder management and communication.
• You solve problems proactively.
• You manage budgets responsibly.
• You continuously seek opportunities to improve service delivery.

Contract Duration: 5 years (1 Jul 2026 – 30 Jun 2031)