841 Service Delivery jobs in the Philippines

The Service Delivery Manager's primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Service Delivery Manager is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.
Duties And Responsibilities
The Service Delivery Manager is expected to perform the following:

• Build strong business relationships with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
• Manage client complaints and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• Manage client usage through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• Leverage sales experience to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
• Conduct sales calls to potential clients, effectively presenting MySigrid's offerings and converting leads into business opportunities.
• Promote MySigrid's values and help maintain a positive working environment for all staff.
• Perform daily health checks on each account's mailboxes to ensure smooth operations.
• Provide immediate support to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
• Assist and monitor staff in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
• Assist and monitor staff in cases of mistakes and learning opportunities, ensuring that incidents are promptly reported and resolved.
• Provide coaching and training to staff as needed to promote continuous improvement and professional development.
• Ensure the quality of work for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
• Ensure that client preferences and information are captured and stored securely, in line with our SOPs and data protection policies.
• Identify process and knowledge gaps and offer both short-term and long-term solutions to address these gaps.
• Conduct initial checks of requested leave dates, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
• Assist management in the roll-out of new processes, policies, or projects as required.
• Take on additional responsibilities assigned by the manager to promote growth and foster continuous improvement within the team

Requirements

• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener

Qualification

• At least 1 year in the Customer Service/Success supervisory/team lead role

Benefits
At MySigrid, we aim to ensure the professional and personal growth of all our employees:

• Competitive salary package
• Vacation leave and Sick leave credits
• HMO Package for the employee and two codependents.
• Reimbursable internet charges
• Comprehensive training and continuous learning advantages
• Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes
• High importance to work-life balance with the opportunity to work from home part of the week.
• Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company
• Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues
• Work in a corporate culture that encourages collaboration, with an emphasis on our core values: Integrity, Passion, Teamwork & Respect, Pro-activeness, Accountability, and Determination.

Co-Working days
Sigrid has co-working offices in Ortigas where the whole team meets once a month at a minimum.

Employer: An MSP company located in Las Vegas, Nevada

Work Set up: Remote

Working Schedule: Pacific Standard Time

Salary: $2,000 - $2,500

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

Position Overview

We are seeking an experienced Service Delivery Manager to serve as the operational hub of our lean IT services company. This role will coordinate all technical team activities, optimize our Thread AI automation system, and ensure exceptional client service delivery while removing tactical coordination from executive leadership.

Why This Role Matters: You'll be building the operational backbone that allows our technical team to focus on execution while enabling strategic leadership to drive company growth. This isn't just coordination you're architecting scalable processes that will support our growth from 12 to 20 employees.

Key Responsibilities:

Technical Team Coordination & HR Management

• Resource Allocation: Balance technical team workload between incident response and project delivery
• Project P&L Ownership: Own budget tracking, cost management, and profitability analysis for assigned projects
• Performance Management: Conduct technical team performance reviews and manage day-to-day employee relations
• Team Development: Handle technical team conflict resolution, professional development planning, and coaching
• Quality Assurance: Ensure all technical work meets company standards before client delivery
• Escalation Management: Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type
• On-Call Coordination: Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents)

Thread AI, Mission Control & PSA Optimization

• AI System Management: Partner with IT Technician to optimize Thread AI chat system and routing logic
• Mission Control Integration: Drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team)
• Documentation Standards Ownership: Establish and enforce client documentation standards for Mission Control routing eligibility
• HaloPSA Administration Coordination: Work with DevOps team on PSA system optimization, workflow automation, and integration enhancements
• Process Automation: Develop intelligent routing criteria based on complexity and documentation status with DevOps team
• Quality Monitoring: Coordinate with DevOps team to build HaloPSA dashboards for routing accuracy and performance analytics
• Future AI Integration: Test and implement Thread's upcoming Dispatch Agent when released

Client Interface & Financial Management

• Project Communication: Provide regular status updates to Strategic Accounts Director
• Financial Coordination: Interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management
• Timeline Management: Coordinate project schedules with equipment procurement and resource availability
• Issue Resolution: Handle technical coordination during incidents while account team manages client relationship
• Scoping Support: Provide technical input for quotes to achieve 24-48 hour response time (down from 14 days)
• Budget Management: Track project costs, approve scope changes, and escalate major budget variances to CTO
• Client Documentation: Ensure client environment documentation supports Mission Control routing and service delivery excellence

Process Development & Team Integration

• Workflow Documentation: Create and maintain standard operating procedures for technical processes and escalation paths
• Performance Metrics: Coordinate with DevOps team on implementing tracking systems for key performance indicators
• Continuous Improvement: Identify bottlenecks and implement process optimizations across service delivery operations
• DevOps Integration: Coordinate with DevOps team on technical escalations, security issues, and advanced tool support
• Patrick Backup Training: Train Patrick as backup service coordinator for basic operational continuity
• Cross-Team Collaboration: Ensure seamless integration between technical team, DevOps specialists, and Mission Control operations

Required Qualifications:

Essential Experience

• Technical & Management Background: 3+ years in IT services with team management experience and project P&L responsibility
• Team Management: Experience managing technical support operations, performance reviews, and employee development
• Project Financial Management: Proven track record of budget tracking, cost management, and project profitability analysis
• Process Optimization: Experience implementing operational improvements, workflow automation, and quality systems
• Client Interface: Professional communication skills for client-facing technical coordination and project management

Technical Competencies

• IT Services Knowledge: Understanding of managed services operations, ticketing systems, and service delivery
• Microsoft Ecosystem: Familiarity with Microsoft 365, Azure, Active Directory, and business applications
• Automation Tools: Experience with AI chatbots, workflow automation, PSA systems, or process optimization tools
• Documentation: Strong technical writing skills for procedures, standards, and client communication
• Metrics & Reporting: Ability to track performance and generate meaningful operational reports

Critical Soft Skills

• Leadership: Ability to coordinate team activities without micromanaging
• Communication: Clear, professional communication with technical teams and account management
• Problem Solving: Analytical approach to operational challenges and process improvements
• Adaptability: Comfortable working in a fast-paced, growing company environment
• Cultural Fit: Aligns with company values of innovation, trust, and proactive excellence

Preferred Qualifications

• Experience in MSP (Managed Service Provider) or IT consulting environment
• Background with AI chatbot systems, PSA administration, or intelligent automation platforms
• Familiarity with outsourced support operations or vendor management
• Experience with Philippines-based or international team coordination
• Project management certification (PMP, Agile, etc.)

Are you a strategic leader with a passion for delivering exceptional IT services? We're looking for a
Service Delivery Manager
to join our team and play a key role in overseeing service delivery operations at a major client site in the utilities sector.

Key Responsibilities:

Manage Service Delivery

• Oversee end-to-end service operations, ensuring compliance with SLAs and OLAs
• Supervise desktop support, IT service desk, and VIP support teams

Issue Resolution

• Lead root cause analysis and resolution of service issues
• Own critical incident management and stakeholder communication

Service Improvement

• Develop and execute service improvement plans
• Drive continuous improvement across service-related processes

Client Relationship Management

• Build and maintain strong client and end-user relationships
• Manage expectations and ensure high satisfaction levels

Team Coordination

• Manage service teams and external service providers
• Ensure adequate training, resourcing, and team readiness

Reporting & Compliance

• Deliver accurate performance and compliance reports
• Ensure alignment with health & safety and service delivery standards

Skills & Qualifications:

• Proven leadership and team management experience
• Strong analytical and problem-solving skills
• Excellent client relationship and communication abilities
• Familiarity with service delivery frameworks (e.g., ITIL)
• Experience in IT support/service desk environments
• ITIL 4 Certified

If you're ready to take on a high-impact role with one of the biggest water utility companies in the country,
we'd love to hear from you

Apply now
or send your CV to

Responsibilities

Initial Service Design and Implementation (Establishment Phase):

• Function Design & Strategy Development: Develop and implement the service delivery function, identifying gaps, establishing strategic plans, and aligning service structures with customer objectives.
• Stakeholder Engagement: Act as the primary liaison with internal and external stakeholders, ensuring alignment and clear expectations throughout the setup process.
• Transition to Steady-State Operations: Oversee setup of service management processes, operational readiness, and transition planning.

Ongoing Service Management (Operational Phase):

• Service Management & Improvement: Oversee the day-to-day managed service operations and POS platform operations.
• Regularly review processes for efficiency and effectiveness, implementing improvements as required.
• Identifying needs. Determining the need for updates and upgrades for the customer.
• SLA & Performance Management: Ensure SLA compliance, monitor service performance metrics, and make data-driven adjustments to maintain or improve service levels. The SDM will monitor indicators to guarantee that systems, procedures, and methodologies are in place to support outstanding service delivery
• Financial Management: Manage budgets and expenses related to the service, ensuring financial objectives align with customer contracts and internal goals.
• Quality Assurance: Lead efforts to maintain high-quality service delivery by monitoring KPIs, managing risks, and implementing quality control measures.
• Customer Relationship Management: Serve as the escalation point and trusted advisor for the customer's leadership, driving satisfaction through proactive communication and responsive service adjustments.

Requirements.

• At least 5 years experience as Service Delivery Manager
• Proven Service Delivery Management experience, ideally in the retail industry and specifically with POS systems.
• Experience in service design and implementation, including transitioning from project deployment to steady-state operations.
• Strong SLA / KPI management capabilities, with a track record of monitoring performance and driving continuous improvement.
• Solid technical knowledge of POS systems, IT infrastructure, and cloud technologies.
• Proficiency in project and service management methodologies such as ITIL, PMP, or Agile.
• Excellent stakeholder management and communication skills, capable of engaging with both customer leadership and technical/operations teams.
• Strong problem-solving and incident management skills, able to make sound decisions under pressure.
• Based in the Philippines, with the ability to embed within a customer squad and work on-site.

Preferred Qualifications

• Hands-on experience managing POS systems for large-scale retail or convenience store chains.
• Background in POS vendors or large SI companies handling retail solutions.
• Experience in convenience and fuel-related system operations or deployments.
• Professional certifications such as PMP, ITIL, or Agile/Scrum Master.
• Prior experience working in Agile team structures, closely collaborating with product owners and squads.

Job Overview:

We are seeking a Service Delivery Manager (SDM) to oversee the end-to-end delivery of IT infrastructure services across multiple locations. This role ensures the alignment of IT services with business needs, effective vendor coordination, service continuity, and team leadership.

Key Responsibilities:

• Service Delivery Management: Ensure consistent, high-quality IT infrastructure service delivery aligned with SLAs.
• Vendor & Stakeholder Management: Manage third-party vendors and maintain strong stakeholder relationships.
• Incident & Problem Management: Lead resolution efforts for IT incidents and outages, and drive preventive actions.
• Project & Change Management: Oversee infrastructure projects and manage change to ensure smooth transitions.
• Capacity & Performance Management: Monitor and enhance IT performance and scalability.
• Budget & Cost Control: Manage budgets and recommend cost-effective service improvements.
• Compliance & Risk: Ensure adherence to IT compliance, audit standards, and risk management practices.
• Team Leadership: Lead and develop service delivery teams, fostering a culture of excellence and accountability.

Qualifications and Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation/Intermediate/Expert (highly preferred)
• Certifications in Microsoft, Cisco, VMware, or AWS are advantageous.
• 7–10 years of experience in IT infrastructure management or service delivery.
• Proven expertise in managing IT operations, projects, and third-party vendors.
• Experience in banking, finance, or other regulated environments is a plus.
• Strong knowledge in networking, cloud infrastructure (AWS/Azure), and data center technologies.
• Familiarity with IT tools such as ServiceNow, SCCM, SolarWinds, and Nagios.
• Understanding of cybersecurity practices and compliance frameworks.
• Excellent communication and stakeholder management abilities.
• Strong analytical, leadership, and decision-making capabilities.
• Conflict resolution and team-building expertise under pressure.
• Willing to work fully onsite Makati/ Sucat Paranaque

Apply directly via JobStreet or send your CV.

Overview of Responsibilities

The Service Delivery Manager will orchestrate the operational initiatives of select projects and campaigns, tactically ensuring optimal productivity, efficiency, and client satisfaction. The ideal candidate will have a proven track record in managing customer support teams and delivering projects spanning various domains - i.e. Tech, Shared Services, Data Production, Customer Service, Data Analytics, Fintech, and other similar industries.

Key Responsibilities:

• Customer Support Operational Excellence: Oversee daily customer support operations (with focus in the Tech Support domain). The candidate ensures SLAs are met and KPIs are adhered to. Expected to institutionalize best-developed practices ensuring services are delivered efficiently, consistently and to a high standard.
• Project Management: Ensure all projects are delivered on time, within scope, and within budget while maintaining high-quality standards.
• Maintain accurate and up-to-date operations documentation, including, progress reports, status updates, root cause analysis and post-mortem escalation evaluations.
• Lead risk assessments, develop robust mitigation strategies and contingency plans to curb impact to projects, regularly report risk registers to stakeholders.
• Leadership and Management: Lead, mentor, and develop high-performing and motivated service delivery teams. Set clear goals and expectations, providing regular feedback and performance evaluations.
• Client Management: Build and maintain strong relationships with clients, ensuring their needs are met and exceeded. Main point of contact for client escalations. Conduct regular client reviews to assess and identify opportunities to expand the scope.
• Stakeholder Communication: Maintain regular and effective communication with internal teams, clients, and external partners. Provide timely updates, address concerns, and manage expectations to ensure a clear understanding of campaign status and goals.
• Resource Allocation: Identify and allocate resources required for each project, including personnel, tools, and technologies, while ensuring optimal resource utilization and project efficiency. Strategically optimize roster and schedules to ensure high utilization while ensuring sufficient support coverage.

Qualifications:

• Minimum of 4 years of experience in service delivery management in business process outsourcing (BPO) and shared services.
• Experience in managing any of the following campaign types: Customer Support Operations, Content Moderation, KYC, Data Labelling
• Client portfolio experience in e-commerce, tech platforms, fintech/crypto is preferred (though not a high requirement).
• Strong analytical and problem-solving skills by employing data-driven decision making. Utilized operations and transaction data to review efficiency and customer satisfaction benchmarks comprehensively.
• Have proposed process improvements to management or clients to have an incremental impact on improving effectiveness and leaner operations.
• Exceptional organizational and time management abilities. Ability to adapt to changing priorities and handle multiple client accounts simultaneously.
• Ability to work in a fast-paced and dynamic environment. Understands fluidity of project and organization directions and able to pivot accordingly.
• Amenable to work onsite in both Cavite and BGC Offices
• Bachelor's degree in Business Administration, Operations Management, IT courses or a related field.

Work Environment:

• This is a full-time position.
• Opportunity to work with a dynamic and innovative team in a fast-growing startup environment.
• Full-time employees enjoy benefits such as Medical/Dental/Paid Time Off

Job Type: Full-time

Work Location: In person

I. PURPOSE

A service delivery manager oversees the delivery of services or service technology to a company's clients or customers. The manager establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.

II. RESPONSIBILITIES

The Manager is responsible for ensuring the smooth running of our Customers systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:

• Problem and Incident management ensuring that ensure SLA's are achieved and client expectations are met (or exceeded).
• Service transition for customers as services are added or removed.
• Ensure the company tools and information systems are utilized correctly and relevant information is provided.
• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
• To build services relationships with clients.
• Ensure quality and profitable services are performed to the agreed SLA.
• To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
• To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
• Responsible for the delivery of services within the SLAs and KPIs.
• To ensure quality of services.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
• Work as a team member within the organization to provide a resilient service to our customers

III. SKILLS

• Thorough knowledge of managing teams and personnel
• A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
• Ability to research subjects, with a commitment to provide continuous improvement
• To work under pressure and think clearly in challenging situations in a logical manner
• To be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision

The Service Delivery Manager is responsible for planning, delivering, operating, monitoring, and maintaining stable, secure, and responsive support for assigned client(s) across specific service areas, in accordance with contractual agreements (e.g., Inter-Business Unit Agreements, Operational Frameworks, Service Level Agreements, etc.).

This role includes preparing recommendations for service improvements, managing escalations, and implementing preventive measures to ensure smooth service delivery.

The Service Delivery Manager focuses on service quality, customer satisfaction, team performance, and cost efficiency.

Requirements:

• Experience in handling multilingual
• At least 2 years being a manager
• Solid experience handling BPO Service Desk accounts
• ITIL trained or certified
• Experience in handling financials (profit&loss)
• With experience handling client accounts

Key Responsibilities:

• Manage overall service delivery to achieve the agreed Service targets
• Establish and maintain good working relationships with the customer, suppliers and other stakeholders, at both strategic and operational levels, including any parts of the service provided by internal or external subcontractors
• Monitor and report on financial performance, ensure margins are achieved and if necessary, margin improvement plans are put in place proactively, as needed
• Monitor service component Quality, Capacity, Availability, Incidents & Problem trends and initiates actions
• Ensuring protection of Client and CGI assets & components by tight control of Configurable Items and related information
• Service continuity planning and implementation
• Participate in Service delivery reviews and closures of audit/review findings
• Lead and drive Continual Service improvement initiatives to achieve full Client and Shareholder outcomes
• Ensure that service change is properly managed, with cost and timescale adjustments passed on to the customer using an agreed documented procedure, and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied
• Ensure the members are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Application Question(s):

• Are you open to a 100% onsite work setup, requiring you to report to the Pasig office?
• Are you ITIL trained or certified?
• How many years of experience do you have handling multilingual support? Kindly specify the number of years and the languages involved.
• How many years of experience do you have in handling financials (profit&loss)?
• How many years of experience do you have handling client accounts?
• Are you amenable to working on a night shift?

Education:

• Bachelor's (Required)

Work Location: In person

The Service Delivery Manager (SDM) ensures smooth operations and successful service delivery for clients supported by our Virtual Assistants (VAs). This role is responsible for overseeing day-to-day operations, maintaining client satisfaction, driving performance management, and ensuring service excellence across assigned accounts. The SDM acts as the bridge between clients, VAs, and internal leadership, ensuring alignment with business goals.

• Service Delivery & Client Management

• Oversee end-to-end delivery of VA services to clients, ensuring SLA adherence and high-quality outcomes.

• Serve as the primary escalation point for client concerns, resolving issues with urgency and professionalism.

• Conduct regular client check-ins and service reviews to maintain satisfaction and retention.

• Operational Oversight

• Monitor daily team performance, attendance, and productivity to ensure smooth service execution.

• Implement performance dashboards and track key metrics (e.g., Client Retention, Seat Retention, MVA, etc).

• Team Management & Development

• Lead and coach Success Coaches to achieve operational targets and professional growth.

• Conduct regular performance reviews, feedback sessions, and coaching interventions.

• Foster a culture of accountability, continuous improvement, and a client-first mindset.

• Process Improvement

• Identify operational bottlenecks and recommend process optimizations.

• Develop SOPs, best practices, and documentation to ensure consistent service delivery.

• Partner with cross-functional teams (Training, Quality, HR) to drive efficiency and service excellence.

• Reporting & Insights

• Provide regular operational reports and business reviews to leadership.

• Analyze performance trends to anticipate risks and propose proactive solutions.
• Ensure compliance with company standards, policies, and client requirements.

• 5+ years of experience in Operations, Service Delivery, or Client Success in the BPO/Outsourcing/VA industry.
• Proven experience managing client accounts and operational teams (Team Leaders, Supervisors, or frontline staff).
• Strong knowledge of performance metrics (SLA, CSAT, retention, utilization, efficiency).
• Excellent communication, negotiation, and client relationship management skills.
• Demonstrated ability to manage escalations and resolve conflicts effectively.
• Experience in process improvement, SOP creation, and operational excellence initiatives.
• Tech-savvy and proficient in CRM and productivity platforms (e.g., HubSpot, Kixie, Slack, Asana).
• Flexible, adaptable, and able to thrive in a fast-paced, remote-first environment.
• Strong leadership skills with the ability to coach, inspire, and drive accountability across distributed teams.

• Client Retention Rate – Maintain and improve client satisfaction and renewal rates.
• VA Retention Rate – Ensure high employee engagement and reduce turnover.
• Financial Profitability – Deliver services within cost parameters while maximizing margins.
• Revenue Growth – Support account expansion and upsell opportunities through excellent service delivery.
• CSAT / NPS Scores – Achieve strong client satisfaction and advocacy metrics.

• 60, ,000 (Negotiable)
• PTO
• HMO