IT Service Delivery Manager

Service Delivery Manager-RemoteAbout GECO Asia

GECO Asia is a technology and digital transformation company delivering innovative solutions across Microsoft technologies, automation, analytics, artificial intelligence, and enterprise applications.

We partner with global enterprise clients to modernize technology environments, improve operational efficiency, and deliver scalable digital solutions. Our culture is built around collaboration, innovation, continuous learning, and professional growth.

We are looking for an experiencedService Delivery Managerto join our team and lead managed services engagements across Power Platform and analytics services.

Position Summary

TheService Delivery Managerwill be responsible for overseeing the end-to-end delivery of managed services, ensuringSLA compliance, service quality, customer satisfaction, governance, resource planning, and operational excellence.

The successful candidate will act as a key point of contact for enterprise clients while leading delivery teams, managing operational performance, and driving continuous improvement across Power Platform and analytics services.

Key Responsibilities

Service Delivery Management

• Own and manage the overall service delivery lifecycle.
• Ensure contractualSLAs and KPIsare consistently achieved.
• Manage incident, problem, and change management processes.
• Monitor service performance and identify opportunities for improvement.
• Lead regular service review meetings with customers and internal stakeholders.
• Ensure services are delivered according to agreed scope, quality, and timelines.

Customer & Stakeholder Management

• Serve as the primary escalation point for service-related concerns.
• Build and maintain strong relationships with enterprise clients.
• Drive initiatives focused on customer satisfaction and service improvement.
• Manage stakeholder expectations and communicate service performance effectively.
• Prepare and present monthly and quarterly service reports.
• Ensure timely communication of risks, issues, and mitigation plans.

Operations & Governance

• Manage team utilization, capacity planning, and resource allocation.
• Monitor workload demand, forecasts, and operational requirements.
• Identify delivery risks and implement appropriate mitigation strategies.
• Establish and maintain effective service governance processes.
• Ensure compliance with internal processes, contractual requirements, and service standards.
• Identify opportunities to improve operational efficiency and service quality.

Financial & Commercial Management

• Track and monitor service performance and operational metrics.
• Support contract and commercial governance activities.
• Manage scope changes and change requests.
• Coordinate with relevant teams on invoicing and commercial matters when required.
• Ensure service delivery remains aligned with contractual commitments and business objectives.

Team Leadership

• Lead and manage developers, support engineers, and other delivery resources.
• Provide coaching, guidance, and performance feedback to team members.
• Support employee development and capability building.
• Promote knowledge sharing and collaboration across teams.
• Drive a culture of continuous improvement and operational excellence.

Required Skills & Qualifications

Service Management – Must Have

• Strong knowledge of theITIL Framework.
• Proven experience inIncident Management.
• Strong understanding ofProblem Management.
• Experience managingChange Managementprocesses.
• Strong experience withSLA and KPI Management.
• Vendor Management experience.
• Excellent Stakeholder and Customer Management skills.
• Strong understanding of managed services operations and governance.

Technical Understanding

Candidates should have a good working knowledge of:

• Microsoft Power Platform
• Microsoft Fabric
• Cloud Solutions
• Analytics and Reporting
• Enterprise Applications

A deep hands-on development background is not necessarily required, but the candidate should be able to understand technical concepts and effectively communicate with technical delivery teams and enterprise stakeholders.

Experience Required

• 7–10+ years of experience in IT Service Delivery.
• 3–5+ years of experience managing managed service engagements.
• Proven experience working withenterprise clients.
• Experience managing geographically distributed or cross-functional teams.
• Demonstrated experience managing SLAs, KPIs, escalations, and service governance.
• Strong experience in customer-facing service delivery roles.

Preferred Certifications

• ITIL Foundation v4
• PMP or PRINCE2
• Microsoft Power Platform Fundamentals (PL-900)

Key Competencies

• Leadership & People Management
• Customer Relationship Management
• Service Delivery & Operations
• Strategic Thinking
• Problem Solving
• Risk & Escalation Management
• SLA/KPI Management
• Stakeholder Communication
• Resource & Capacity Planning
• Continuous Improvement
• Commercial Awareness

What We Offer

• Opportunity to work with global enterprise clients
• Exposure to Microsoft Power Platform, Fabric, analytics, and cloud technologies
• Career growth and professional development opportunities
• Collaborative and innovative work environment
• Opportunity to lead impactful managed services engagements

If you are an experienced Service Delivery Manager with strong ITIL, managed services, and enterprise client experience, we encourage you to apply and become part of GECO Asia.