Service Delivery Manager - Workplace Systems (Philippines)

Thakral One; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Thakral One is seeking a Service Delivery Manager to oversee the continuity and quality of Office-Collaboration services. You will manage service agreements, budgets, and stakeholder relationships while applying ITIL/SIAM/COBIT to optimize processes and supplier collaboration.

You will monitor SLA performance, drive improvements, and ensure alignment with IT operations and Agile/DevOps practices. A strong focus on proactive issue resolution and continuous service improvement is essential.

Qualifications

• Minimum five years of service delivery management experience in IT infrastructure or collaboration platforms.
• Strong stakeholder management and communication skills.
• Experience applying ITIL, SIAM or COBIT frameworks.

Responsibilities

• Manage service agreements and customer relationships to ensure reliable delivery of Office-Collaboration services.
• Apply ITIL, SIAM, and COBIT to structure processes and improve supplier collaboration.
• Monitor and report on SLA performance, driving improvements to meet targets.

Skills

Stakeholder management

Communication

Problem solving

Budget management

Continuous improvement

Tools

Active Directory

DNS

DHCP

SMTP

OKTA

PAM

AWS Route 53

GCP DNS

Zimbra

ITIL

SIAM

COBIT

Job description

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)

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Who We Are

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes.

This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.