IT Service Delivery Manager

Pasay City | On-site | Mon-Friday

Role Overview

The IT Service Delivery Manager is responsible for ensuring the efficient delivery of IT services, enterprise systems support, and operational technology initiatives. The role focuses on maintaining service quality, improving operational performance, and ensuring seamless support for business-critical systems and infrastructure.

Responsibilities

SERVICE DELIVERY MANAGEMENT

• Oversee day-to-day IT service operations and support functions
• Ensure delivery of high-quality IT services aligned with business expectations
• Monitor system availability, incident response, and service performance metrics
• Lead problem management and root cause analysis initiatives
• Drive service improvement programs and operational efficiency initiatives

APPLICATIONS & OPERATIONS SUPPORT

• Ensure stability and supportability of enterprise applications and platforms
• Coordinate with infrastructure, security, and development teams for issue resolution
• Manage change requests, deployments, and release activities
• Support capacity planning, performance monitoring, and business continuity efforts

STAKEHOLDER & VENDOR MANAGEMENT

• Serve as the primary point of contact for IT operational concerns
• Manage external service providers and ensure SLA compliance
• Prepare operational reports and service reviews for management stakeholders

CONTINUOUS IMPROVEMENT

• Identify opportunities for automation and process optimization
• Implement ITIL best practices across service operations
• Support digital transformation and modernization initiatives

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT operations, service delivery, or applications support
• Strong knowledge of ITIL processes, incident management, and service operations
• Experience supporting enterprise systems and cloud environments
• Strong communication and stakeholder management skills