IT Service Delivery Senior Manager

Job Expectations:

• Position Type: Experienced - Senior Manager/Head
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Hybrid (3-4 days onsite per week) - BGC, Taguig
• Work Schedule: Weekdays; Mid Shift
• Industry: Global Accounting Firm

About the Job:

We are looking for a Service Delivery Senior Manager to join our client's Managed Services team and lead the end-to-end delivery of critical IT services. In this role, you will oversee service stability and availability, manage high-performing and diverse teams, and drive automation and continuous improvement initiatives. You will act as a strategic leader, working closely with clients and internal stakeholders to ensure high-quality service delivery, operational excellence, and strong client satisfaction.

Key Responsibilities:

• Oversee end-to-end delivery of managed IT services, ensuring stability, availability, and performance of systems.
• Lead and manage diverse service delivery teams across multiple engagements.
• Drive automation, process optimization, and continuous improvement initiatives.
• Collaborate with clients to ensure service quality, satisfaction, and alignment with expectations.
• Monitor service performance metrics and implement improvements based on insights.
• Provide leadership in resolving complex operational issues and service disruptions.
• Develop, mentor, and support team members to enhance performance and capability.
• Ensure adherence to service standards, governance, and operational best practices.
• Implement innovative solutions to improve efficiency and service delivery outcomes.
• Engage with stakeholders to communicate progress, risks, and strategic recommendations.

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• 10+ years of solid experience in IT service delivery or managed services.
• Proven experience in managing infrastructure or managed services environments.
• Experience in cross-functional team leadership and operational management.
• Strong background in change management and continuous improvement.
• Customer-focused mindset with experience in client-facing roles.
• Strong leadership and stakeholder management skills.
• Excellent interpersonal and communication (written & verbal) skills.
• Can start immediately, if possible.

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