Services Manager

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Delivery Services Manager for Infrastructure Operations who will also act as Disaster Recovery Manager. You will lead delivery, performance, and resilience of IT infrastructure services across on-premises and cloud, ensuring reliable day-to-day operations while strengthening DR readiness.

You will oversee end-to-end infrastructure operations, governance of MSPs and internal teams, and drive incident, change, and capacity management with executive reporting.

Qualifications

• Proven experience in Infrastructure Operations and Service Delivery Management.
• Strong Disaster Recovery and Business Continuity planning expertise.
• Well-versed in ITIL practices and service management frameworks.
• Experience managing MSPs and cross-functional IT teams.

Responsibilities

• Lead end-to-end infrastructure operations (network, compute, storage, cloud, and platforms).
• Ensure services meet SLAs, KPIs, and business expectations.
• Govern MSPs and internal teams; drive incident, problem, and change management.
• Oversee capacity planning, performance optimization, and availability management.
• Establish and monitor service reporting, dashboards, and executive updates.
• Own and maintain the DR strategy, policies, and framework.
• Define RTOs and RPOs; coordinate DR drills and failover testing.
• Collaborate with application, infrastructure, and business teams for DR readiness.

Skills

Infrastructure Operations

Service Delivery Management

Disaster Recovery

ITIL frameworks

MSP management

Cross-functional teams

Hybrid environments

Executive reporting

Stakeholder communication

DR certifications

Job description

We are looking for a Delivery Services Manager for Infrastructure Operations, who will also serve as the Disaster Recovery (DR) Manager, to lead the delivery, performance, and resilience of our IT infrastructure services. This role is responsible for ensuring reliable day-to-day operations while strengthening the organization's ability to respond to and recover from disruptions.

You will play a key leadership role in driving service excellence, governance, and operational resilience across on-premise and cloud environments.

Infrastructure Service Delivery

• Lead and oversee end-to-end infrastructure operations (network, compute, storage, cloud, and platform services)
• Ensure delivery of services aligned to SLAs, KPIs, and business expectations
• Manage and govern managed service providers (MSPs) and internal teams
• Drive incident, problem, and change management effectiveness in coordination with ITSM functions
• Oversee capacity planning, performance optimization, and availability management
• Establish and monitor service reporting, dashboards, and executive-level updates

Disaster Recovery & Resiliency

• Own and maintain the Disaster Recovery (DR) strategy, policies, and framework
• Define and manage Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs)
• Plan, coordinate, and execute DR drills, simulations, and failover testing
• Ensure systems and services are aligned with business continuity and resilience requirements
• Collaborate with application, infrastructure, and business teams for DR readiness and compliance
• Identify risks and drive improvements to strengthen organizational resiliency posture

WHAT IS THE JOB LIKE

• You operate at the intersection of operations, service delivery, and resiliency leadership
• You manage a complex, enterprise IT landscape across hybrid infrastructure environments
• You balance operational stability (run) with resilience planning (recover)
• You work closely with MSPs, internal IT teams, and business stakeholders
• You are responsible for both day-to-day service reliability and long-term disaster preparedness
• You regularly engage leadership with service performance, risks, and recovery readiness insights
• You lead high-impact situations such as major incidents and DR activations

WHO ARE YOU

• You have strong experience in Infrastructure Operations and Service Delivery Management
• You bring proven expertise in Disaster Recovery and Business Continuity planning
• You are well-versed in ITIL practices and service management frameworks
• You have experience managing MSPs and cross-functional IT teams
• You understand hybrid environments (on-prem, cloud, network, and platforms)
• You are confident in driving operational governance, SLAs, and performance metrics
• You can lead under pressure, especially during critical incidents and DR events
• You are a strategic thinker with strong execution capability
• You are effective in stakeholder communication, including executive reporting
• ITIL Certification (v4 preferred)
• Disaster Recovery / Business Continuity certification (e.g., CBCP, ISO 22301)