Service Delivery Manager

Job Description:

Service Delivery Manager

Position Summary

The Service Delivery Manager will oversee the managed services engagement, ensuring SLA compliance, service quality, customer satisfaction, governance, resource planning, and operational excellence across Power Platform and analytics services.

Key Responsibilities

Service Delivery Management

•Own the overall service delivery lifecycle.

•Ensure achievement of contractual SLAs and KPIs.

•Manage incident, problem, and change management processes.

•Lead service review meetings with stakeholders.

Customer Management

•Serve as the primary escalation point.

•Build strong customer relationships.

•Drive customer satisfaction initiatives.

•Present monthly and quarterly service reports.

Operations & Governance

•Manage team utilization and capacity planning.

•Monitor workload demand and forecasting.

•Ensure proper resource allocation.

•Manage risks and mitigation actions.

Financial & Commercial Management

•Track service performance metrics.

•Support contract governance activities.

•Manage scope changes and change requests.

•Coordinate invoicing and commercial discussions where necessary.

Team Leadership

•Lead developers and support engineers.

•Conduct performance coaching.

•Drive knowledge-sharing and continuous improvement.

Required Skills

Service Management

Must Have:

•ITIL Framework

•Incident Management

•Problem Management

•Change Management

•SLA & KPI Management

•Vendor Management

•Stakeholder Management

Technical Understanding

•Microsoft Power Platform

•Microsoft Fabric

•Cloud Solutions

•Analytics and Reporting

•Enterprise Applications

Experience

•7-10+ years in IT Service Delivery.

•3-5+ years managing managed service engagements.

•Experience handling enterprise clients.

•Experience leading geographically distributed teams.

Certifications (Preferred)

•ITIL Foundation v4

•PMP or PRINCE2

•Microsoft Power Platform Fundamentals (PL-900)

Remote; Metro Manila