Job Description

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