About this role
Company Profile:
Our client is a global IT services organization operating in more than 190 countries with over 50 subsidiaries worldwide. They specialize in delivering end-to-end IT field services and device lifecycle management solutions exclusively for leading companies in the technology industry, supporting large-scale enterprise environments with a strong focus on operational excellence and execution.
They are currently expanding their operations in the Philippines and are looking for a highly skilled Lead Service Delivery Manager to join their growing team. In this role, you will lead a team of Service Delivery Managers, ensuring high-quality service delivery, driving operational performance, and managing key client relationships across global accounts.
This is a high-impact leadership role that offers the opportunity to shape service delivery operations, lead and develop a growing team, and work closely with global stakeholders. It provides strong exposure to complex IT environments and the chance to directly influence service quality and operational success at scale.
Duties & Responsibilities:
Leadership & Delivery Management
• Lead and manage a 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 multiple concurrent projects at a global scale
Customer & Stakeholder Engagement
• Serve as the primary operational point of contact for customers at both strategic and operational levels
• Manage customer expectations with confidence and maintain strong relationships with senior level stakeholders
Service Quality & Process Improvement
• Monitor and evaluate service delivery performance, ensuring cost effective and efficient operations
• Identify opportunities to optimize services and processes, driving continuous improvement initiatives
Team Development
• Mentor, coach, and develop the Service Delivery Management team to strengthen capabilities and support long term growth
Financial & Resource Management
• Oversee resource planning, cost monitoring, and project to ensure financial success
• Manage vendor relationships to ensure delivery performance meets standards
Project Implementation
• Provide leadership support during project transition and implementation phases
Requirements
Tower 2 - IT Outsourcing /GSI (Global SI)
• Strong background in IT outsourcing / managed services
• Experience supporting the US region
• Background from large-scale IT outsourcing companies, such as Accenture, Kyndryl/IBM, TCS, Wipro, Infosys, DXC, etc
• Experience collaborating with US Delivery Managers and managing PH+US delivery structure
• Proven escalation handling and day-to-day service delivery ownership
• Excellent English communication (written & verbal).
• High maturity, strong EQ, and ability to operate independently under pressure
• Team-oriented with strong organizational and stakeholder-management skills
Advantageous skills or nice-to-haves:
• Bachelor’s or Associate degree in Information Technology, Computer Science and other related field
• Exposure to client accounts or large global enterprises
• Experience in infrastructure-heavy or large offshore delivery setups
• Prior leadership of multiple SDMs or large multi-tower operations beyond standard scope
• ITIL knowledge or certification (preferred but not required)
• Strong analytical skills
• Strong leadership skills with proven experience of managing about 3-5 managers and total team strength of > 50