We are seeking an experienced and highly driven Lead Service Delivery Manager to lead a team in delivering worldclass IT services across global customers. This role is ideal for a strong people leader with deep expertise in IT service delivery, managed services, and customer engagement at senior levels.
Key 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 seniorlevel stakeholders.
Service Quality & Process Improvement
➤ Monitor and evaluate service delivery performance, ensuring costeffective 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 longterm growth.
Financial & Resource Management
➤ Oversee resource planning, cost monitoring, and project P&L 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 1 - Breakfix /Field Support Services
· Strong background in hardware break-fix / field support operations
· Experience supporting the US region
· Strong exposure to break-fix / field support (HP, HPE, Lenovo, Dell or equivalent environments)
· 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
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
Manila Recruitment is a full service recruitment consultancy providing executive, expert and technical recruitment support for the Filipino market. We are the leader in innovation for recruitment solutions in the Philippines since 2010. We were born from entrepreneurial roots, and carefully crafted into a full-service consultancy that delivers a suite of innovative headhunting and talent sourcing solutions. Our expertise is defined by an unparalleled understanding of the “big picture” business needs of our clients, and how recruitment solutions can only be tailored for optimum results when a holistic view is taken.
The Manila Recruitment difference is rooted in our passion to scour the globe for cutting-edge developments in recruitment science. We get genuinely excited by developments in social sourcing strategies, web 3.0 tools for headhunters and areas of innovation that can help us deliver the best client and candidate experiences. We identify and deliver the latest international recruitment strategies specifically adapted for headhunting talent within the Filipino market. Producing unrivalled access to perfectly matched, previously undiscoverable talent for our clients. The recipe is simple, innovation, international best practice, combined with local market knowledge, a candidate database of over 40,000 and growing, and of course our greatest asset – simply the best team of passive talent sourcing, end-to-end recruitment consultants in the Philippines!
