Strategic Service Delivery Manager, Cloud & IT Ops

ePLDT, Inc.

Philippines

On-site

PHP 2,000,000 - 3,200,000

Full time

14 days+

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Job summary

ePLDT, Inc. is seeking a Service Delivery Manager to bridge our clients with technical teams and ensure operational health of Cloud IaaS, SaaS, Cybersecurity, Data, and AI services. The role owns the full service lifecycle, including SLA governance and CAB approvals.

The ideal candidate brings 5–7 years in IT service delivery within an MSP, strong ITIL knowledge, and experience with cloud platforms (AWS/Azure/GCP). Mastery of incident, problem, and change management is required.

Qualifications

Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or related field (Master’s Degree in Business (MBA) or IT Management is a plus.)
5–7 years of experience in IT Service Delivery, Account Management, or Technical Project Management.
Experience working in a Managed Services Provider (MSP) environment.
Experience managing technology stacks: Cloud (AWS/Azure/GCP), SaaS platforms, Cybersecurity protocols, Data/AI solutions.
Deep understanding of ITIL framework (Incident, Problem, Change, SLM).
Functional understanding of IaaS, SaaS, Cybersecurity standards (ISO 27001, NIST)

Responsibilities

SLA Governance: Manage and monitor Service Level Agreements to ensure compliance.
Operational Monitoring: Oversee the performance of the delivery of managed services to be as contract.
Termination & Offboarding: Manage the formal process of service termination when required, ensuring data security, asset recovery, and contract compliance to minimize legal and security risks.