Lead Service Delivery Manager

About the Position

Job-Id: 19305

Lead Service Delivery Manager

Provide our customers with exceptional service by meeting and exceeding their expectations in all areas of our work. We are committed to solving their problems.

• Philippines – Quezon City
• Executive Management
• Full-time

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Responsibilities

Leadership & Delivery Management

• Lead and manage a cross-border team of Service Delivery Managers to execute all operational and contractual obligations for assigned customers.
• Define, plan, track, and manage project deliverables and service targets to ensure successful outcomes.
• Oversee and balance multiple concurrent projects in a global scaled agile, fast-paced, and international environment.

Customer & Stakeholder Engagement

• Serve as the primary operational POC for customers at both strategic and operational levels.
• Manage customer expectations and maintain strong relationships with senior-level stakeholders.

Service Quality & Process Improvement

• Monitor and evaluate service delivery performance and identify opportunities to optimize services and processes, driving continuous improvement initiatives.

Financial & Resource Management

• Oversee resource planning, cost monitoring, and project P&L to ensure financial success.
• Manage vendor relationships.

Requirements

• Minimum 10 years of experience in service delivery, operations management, or IT project management, with at least 5 years in a leadership role.
• Preferably with previous experience in global IT company such as global IT service provider/IT outsourcing/IT consulting or global IT product/service maintenance company, etc.
• Familiarity with ITIL or other service management frameworks.
• Excellent organizational skills and attention to details.
• Amenable to travel (depending on business needs).
• Strong influencing and communication in English, both verbal and written, to engage both internal and external stakeholders at all levels.
• Amenable to work night shift (match the US CST timezone).
• Ok to work onsite/in the office - North Tower 1, SM North EDSA.

Nice to Have

• Global IT Experience
• Service Management Frameworks
• Organizational Skills
• Attention to Detail
• Travel
• Night Shift

We Offer

• Onboarding program
• Buddy program
• Mobile working
• Health/Medical insurance
• Internal career development program

About the Company

Hemmersbach delivers IT services exclusively for the leading companies in the IT industry: IT hardware manufacturers, global system integrators, Device as a Service providers, and data center operators. Across 190+ countries, our 5,000+ colleagues work on our customers' behalf, with one mission: to enthuse them. Our can-do attitude and spirit of mutual support have made us Great Place To Work® Certified™ in multiple countries worldwide. As The Social Purpose IT Company, we give at least 20% of our profits to Hemmersbach Rhino Force and Hemmersbach Kids' Family.