SUMMARY
The Service Delivery Manager is responsible for leading and managing a team of technical support professionals to ensure exceptional service delivery, operational efficiency, and customer satisfaction. This role focuses on people leadership, service operations, ticket management, productivity oversight, escalation management, and continuous process improvement within a managed services environment.
The ideal candidate has strong experience leading technical support or service desk teams within an MSP environment and possesses a solid understanding of IT operations, service management principles, and customer service excellence. This is a leadership-focused role with no hands-on technical responsibilities, requiring a strong people manager who can drive team performance, accountability, and service quality.
JOB RESPONSIBILITIES
Team Leadership & People Management
• Lead, coach, mentor, and develop a team of technical support professionals.
• Manage team performance, productivity, utilization, and service quality metrics.
• Conduct performance reviews, coaching sessions, and employee development planning.
• Support recruitment, onboarding, training, and retention initiatives.
• Manage staffing coverage, scheduling, PTO approvals, and resource allocation.
• Identify skill gaps and implement development plans to improve team performance.
• Foster a positive, collaborative, and customer-focused culture.
Service Delivery & Operations Management
• Oversee daily service desk operations and ticket flow management.
• Ensure service requests and incidents are handled efficiently and within established SLAs.
• Act as an escalation point for complex service issues and customer concerns.
• Monitor workload distribution and adjust resources to maintain operational effectiveness.
• Collaborate with leadership to improve service delivery processes and operational efficiency.
• Ensure adherence to service management processes, documentation standards, and operational procedures.
• Drive continuous improvement initiatives to enhance service quality and customer experience.
Performance Management & KPI Ownership
• Monitor and manage key service delivery metrics, including:
o First Contact Resolution (FCR)
o Customer Satisfaction (CSAT)
o Technician Utilization
o Ticket Accuracy and Documentation Quality
o SLA Compliance
o Response and Resolution Times
• Review service performance trends and implement corrective actions when necessary.
• Follow up on customer feedback and service concerns to improve client satisfaction.
• Provide regular reporting and performance updates to leadership.
Client & Stakeholder Management
• Build strong relationships with internal stakeholders and clients.
• Ensure client concerns and escalations are addressed promptly and professionally.
• Partner with operational leadership to improve customer experience and service outcomes.
• Support strategic initiatives focused on service excellence and operational growth.
Requirements
• Minimum 5 years of experience in IT service delivery, service desk operations, managed services, or technical support leadership.
• Minimum 2 years of people management or team leadership experience.
• Experience managing service desk, help desk, NOC, or technical support teams.
• Strong understanding of ticket management, SLA performance, escalation management, and service operations.
• Proven experience managing team performance, productivity, and customer satisfaction metrics.
• Excellent leadership, coaching, mentoring, and employee development skills.
• Strong organizational, communication, and conflict resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in information technology, Business Management, or a related field, or equivalent professional experience.
Preferred
• Experience working within a Managed Services Provider (MSP) environment.
• Knowledge of IT Service Management (ITSM) best practices.
• Familiarity with service delivery KPIs and operational reporting.
• Understanding of networking, operating systems, cloud platforms, and IT infrastructure concepts.
• Experience leading remote or distributed teams.
• ITIL Foundation Certification or equivalent service management experience.
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Night Shift Differential Pay
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance
- Company-Provided Equipment
- Career Development and Leadership Growth Opportunities
