Sr Delivery Lead (Service Desk)

vCustomer Philippines, Inc.

Quezon City

On-site

PHP 2,400,000 - 3,600,000

Full time

4 days ago

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Job summary

vCustomer Philippines, Inc. is seeking a senior operations leader to own end-to-end service delivery of large-scale IT support, ensuring client satisfaction, operational excellence, and solid financial performance.

The role oversees 300+ FTEs across multiple sites, leads ITIL-aligned operations, drives SLA/KPI, and focuses on governance, risk management, and talent development.

Qualifications

Bachelor’s degree required; Master’s preferred.
8+ years IT service delivery experience, including 4+ years in senior leadership.
Strong ITIL, ServiceNow/Jira, and service management expertise.
Proven client management and commercial acumen.

Responsibilities

Lead daily service desk operations with ITIL-aligned incident, problem, change and request processes.
Ensure SLA/KPI performance and drive Lean/Six Sigma improvements and automation.
Serve as the primary escalation point and manage client relationships through reviews and reporting.
Oversee P&L, budgeting and forecasting; identify revenue growth or cost-saving opportunities.
Direct large multi-site teams (300+ FTEs) ensuring governance, risk management, and compliance.
Develop, mentor and retain talent; drive succession planning and a high-performance culture.

Skills

ITIL

Leadership

Client management

Financial acumen

Education

Bachelor’s degree (Master’s preferred)

Tools

ServiceNow

Jira

Job description

Role Overview:

A senior operations leader responsible for end-to-end service delivery of large-scale service desk and IT support operations, ensuring client satisfaction, operational excellence, and financial performance.

Key Responsibilities:

Operations Management:
Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards, while driving SLA/KPI performance and continuous improvement initiatives (Lean, Six Sigma, automation).

Client Management:
Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement to enhance service delivery.

Financial Oversight:
Own P&L, budgeting, forecasting, and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities.

Leadership & Governance:
Lead large-scale teams (300+ FTEs) across multiple sites; ensure compliance, risk management, and governance standards are met.

People Development:
Manage performance, coach teams, drive talent development, retention, and succession planning, and foster a high-performance culture.