Strategic Service Delivery Leader for Managed Services & DevOps

NCS Philippines; Taguig; On-site; PHP 1,500,000 - 2,700,000; Full time

Job summary

NCS Philippines is seeking an experienced IT Service Delivery Operations Manager to lead Managed Services and DevOps delivery for international clients from Metro Manila. You will design, monitor and optimize service delivery, drive KPIs, and ensure alignment with contractual obligations and CSI data.

The role requires leadership, strong analytical skills, and a proven track record in ITSM tools like JIRA and ServiceNow, with a minimum of 10 years in IT and 3 years in management.

Qualifications

• Bachelor’s or Master’s degree in IT, CS, Engineering or related field.
• 10+ years in IT with 3+ years in IT service delivery/operations management.
• Proven leadership for applications support teams and KPI delivery.
• Experience with international clients and ITSM practices.
• Strong analytical, relationship and performance management skills.

Responsibilities

• Design and implement strategic initiatives to optimize revenue and profitability for Managed Services and DevOps.
• Set financial goals and manage resources to meet business objectives.
• Build partnerships with clients and stakeholders to enable growth.
• Drive service portfolio management to align offerings with business goals.
• Champion operational excellence to reduce cost to serve and improve CSI.
• Establish policies to ensure high service performance and customer experience.
• Identify and remediate issues that affect delivery of high-quality service.
• Provide leadership on Service Delivery using feedback and KPI analytics.
• Own SLAs and contractual obligations of the Managed Service Provider.
• Oversee implementation of contractual obligations and manage associated risks.

Skills

IT Service Delivery

Leadership

Project Management

Relationship management

Performance management

Problem solving

Education

Bachelor’s or Master’s Degree in IT, Computer Science, Engineering, or any related course

Tools

JIRA

ServiceNow

Job description

NCS Philippines is seeking an experienced IT Service Delivery Operations Manager to lead Managed Services and DevOps delivery for international clients from Metro Manila. You will design, monitor and optimize service delivery, drive KPIs, and ensure alignment with contractual obligations and CSI data.

The role requires leadership, strong analytical skills, and a proven track record in ITSM tools like JIRA and ServiceNow, with a minimum of 10 years in IT and 3 years in management.