Service Delivery Operations Manager

PCWORX IT Solutions; Quezon City; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

PCWORX IT Solutions in the Philippines seeks a Service Delivery Group Operations Manager to lead end‑to‑end service delivery across Service Desk, Field Support Services, and Account Service Management teams. You will ensure operational excellence, SLA/KPI compliance, client satisfaction, and continuous service improvement.

You will guide Service Delivery Managers, Team Leads, ASMs, and support staff, foster strong client relationships, and participate in executive reviews, driving performance

Qualifications

• Bachelor's degree in IT, Business Administration, Management, or a related field.
• At least 5–7 years of combined supervisory and management experience.
• Experience in Managed Services Operations, Service Desk, FSS, and Client Operations within IT/BPO.
• Six Sigma and/or ITIL certification is an advantage.

Responsibilities

• Oversee Service Desk, FSS, and ASM operations.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor operational metrics, ticket aging, escalations, productivity, and service quality.
• Ensure timely resolution of incidents and service requests.
• Serve as the primary escalation point for critical operational concerns.
• Participate in client operational and business reviews.
• Lead recovery actions for SLA risks and service issues.
• Build strong relationships with clients and stakeholders.
• Lead Service Delivery Managers, Team Leads, ASMs, and support personnel.
• Conduct coaching sessions and performance reviews.

Skills

Six Sigma

ITIL Certification

Leadership Skills

Client & Stakeholder Management

Escalation & Incident Management

Workforce Planning & Optimization

Continuous Improvement

Strong Communication

Education

Bachelor's degree in IT/Business/Management

Job description

About the role

The Service Delivery Group Operations Manager leads end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams, ensuring operational excellence, SLA/KPI compliance, client satisfaction, and continuous service improvement.

Key responsibilities

• Oversee Service Desk, FSS, and ASM operations

• Ensure compliance with client SLAs, KPIs, and contractual obligations

• Monitor operational metrics, ticket aging, escalations, productivity, and service quality

• Ensure timely resolution of incidents and service requests

• Serve as the primary escalation point for critical operational concerns

• Participate in client operational and business reviews

• Lead recovery actions for SLA risks and service issues

• Build strong relationships with clients and stakeholders

• Lead Service Delivery Managers, Team Leads, ASMs, and support personnel

• Conduct coaching sessions and performance reviews

About you

• Bachelor's degree in IT, Business Administration, Management, or a related field

• At least 5 to 7 years of combined supervisory and management experience

• Extensive experience handling Managed Services Operations, Service Desk, Field Support Services, and Client Operations within an IT/BPO environment

• Six Sigma and/or ITIL certification is an advantage

• Service Delivery & Operations Leadership

• Client & Stakeholder Management

• Escalation & Incident Management

• Workforce Planning & Optimization

• Continuous Improvement & Process Excellence

• Strong Communication & Leadership Skills