161 Service Delivery jobs in the Philippines

Employer: An MSP company located in Las Vegas, Nevada

Work Set up: Remote

Working Schedule: Pacific Standard Time

Salary: Php 110,000 - Php 137,500

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)

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.

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 are architecting scalable processes that will support our growth from 12 to 20 employees.

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 Technicians 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

Job Description:

• Conducting project scope from the Client and Internal Management.
• Building project plans and statements of work.
• Tracking the project status and report to Client and Internal Management
• Managing tasks, milestones, and goals.
• Delivering projects on time and on budget.
• Ensuring customers' satisfaction from project initiation until project closure
• Leading the overall delivery management of each project under within the managed portfolio ensuring such are delivered on-time, on-budget, and on-scope.
• Creating and managing the detailed timeline for project execution and ensures that resources are always aligned with such
• Optimizing utilization of available resources to deliver project activities within the required timeframes and agreed quality and scope.
• Identifying, monitoring, and managing project risks, issues, dependencies, critical paths, and action plans until project implementation and closure
• Proactively managing changes in project scope, identify potential crises, and devise contingency plans.

Requirements

Qualifications:

• Minimum of 5+ years of experience with project management
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills
• Project management knowledge and/or experience is aMUST
• Experience with SDLC methodologies
• Experience in banking of fintech is aMUST

Overview

Vector Solutions is the leader in providing industry–focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer , smarter , and better decisions.

We’re looking for a Service Delivery Manager to support two key products within our Commercial sector. This is a hands-on, technical role that blends behind-the-scenes product configuration with customer-facing support—focused specifically on helping onsite system administrators at our client organizations to support the daily, weekly, and monthly operations of the customer’s administrators.

The ideal candidate is energized by making systems work smarter—taking ownership of technical tasks that directly improve how our customers experience the product.

• Serve as a technical resource for system administrators at client organizations—supporting setup, configuration, and back-end operations across key platforms for our commercial sector

• Perform system administration tasks such as provisioning users, configuring workflows, uploading training plans, and managing user access.

• Collaborate with internal teams (Implementation, Customer Success) to deliver responsive and scalable customer support.

• Work with others to understand how we can deliver more value to customers and implement those solutions for your clients

• Set up and fine-tune the platform so it works well for customer needs

• Contribute to system updates and testing during rollouts or enhancements.

• Document repeatable workflows and recommend process improvements

• Take on other tasks as assigned.

• 3-5 years of similar experience in a technical support or system admin role (ideally in a SaaS industry)

• Experience with tasks like UI configuration, user provisioning, and structured data management (CSV imports, bulk updates).

• Technical aptitude and comfort in navigating online platforms and web-based tools.

• Bonus: Experience with APIs or integrating systems is a plus.

• Excellent problem-solving and critical thinking skills

• Ability to take ownership, work with minimal supervision, and anticipate next steps

• Strong communication skills; able to explain technical work clearly to internal stakeholders

• Willing to work during US Eastern Time business hours

• Teamwork – Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

• Customers First – Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

• Make a Difference – It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

• Inclusiveness – Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

• Act Now – We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

• Curiosity – We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

• Ownership – We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

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.

• 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

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of high-quality services to clients or internal stakeholders. This role ensures that service-level agreements (SLAs) are met, processes are followed, and customer satisfaction is achieved. The SDM acts as the primary point of contact between the service provider and the customer, coordinating resources, managing escalations, and driving continuous service improvement.

• Ensure successful end-to-end delivery of services to customers within agreed SLAs and KPIs.
• Act as the primary escalation point for service-related issues and resolve them in a timely manner.
• Monitor service performance, prepare reports, and lead regular service review meetings with clients and internal teams.
• Collaborate with technical teams, project managers, and support staff to deliver seamless customer experiences.
• Identify areas for service improvement and implement best practices for operational excellence.
• Maintain and improve customer relationships by providing excellent customer service and managing expectations.
• Develop and implement service delivery policies, standards, and procedures.
• Manage and coordinate change management activities and ensure minimal disruption to services.
• Forecast resource needs and coordinate workforce planning for service delivery.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 5+ years of experience in service delivery, client management, or IT operations.
• Strong knowledge of ITIL framework (certification preferred).
• Proven experience managing SLAs, customer relationships, and service teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong problem-solving skills with the ability to make decisions under pressure.

• Experience in a managed services or IT outsourcing environment.
• Familiarity with tools like ServiceNow, Jira, or other ITSM platforms.
• PMP or other project management certification is a plus.
• Experience working in Agile environments.

• Mid-Senior level

• Full-time

• Project Management, Information Technology

• Construction

The Service Delivery Manager is a delivery leadership position in the organization in which the individual manages one or more projects/project teams/programs at a time. This role is responsible for managing customer expectations, delivery of services, and all-around client outcomes. The role quantifies the business benefits of project outcomes throughout the engagement. This role collaborates closely with cross-functional teams to optimize service delivery processes, maintain service level agreements (SLAs), and drive continuous improvement initiatives.

Solution Delivery:

• Gain a clear understanding of customers’ environment.
• Deliver services according to the terms and conditions of our contract.
• Build a solid relationship with the customer and internal stakeholders.
• Review and manage resource requirements.
• Manage engagement financial requirements (timecards, invoices, budget).
• Update internal and customer facing SharePoint sites.
• Prepare regular reports on service delivery performance, including SLA compliance, service metrics, and operational efficiency.
• Maintain accurate documentation of service delivery processes, procedures, and client communications.
• Conduct data analysis to drive informed decision-making and continuous improvement efforts.
• Schedule and host meetings internally and with the customer.
• Manage and maintain all required documents from new hires to end of employment.
• Build and maintain schedules that are conducive to the needs of the business.
• Review calls/tickets/emails/chats for quality, consistency and process adherence.
• Lead and support the team, ensuring adherence to operational standards and service excellence.
• Provide coaching, mentoring, and professional development opportunities to team members.
• Provide performance reviews as required.
• Monitor service performance metrics, analyze trends, and implement corrective actions as needed to maintain service quality and deliver continual improvement.

Responsibilities

• Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
• Monitor KPIs and SLAs across all accounts and ensure service excellence.
• Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
• Work with Workforce Management for scheduling needs across accounts.
• Lead process documentation and quality improvement projects.
• Conduct training sessions and support leadership development of team members.
• Regularly report

Overview

The RISE mission is to Accelerate Internet for the Philippines. We focus on the overall customer experience, providing excellent internet services while creating a positive impact on our partners and their industries. From very humble beginnings, we have grown to serve business and wholesale customers in Cebu, Manila, and Davao. Our business customers come from industries such as real estate, IT, and business process outsourcing, all of whom require high-quality service and great customer support. To deliver the best customer experience, RISE works exclusively with technical services company Pathfinders, maintaining a benchmark average of 1.8 weeks installation time for business clients. We operate GetaFIX, the biggest Internet eXchange in the Philippines, and Open Access Network, a Fiber as a Service offering that reduces complexity for developers and telecommunication companies while increasing customer satisfaction. Throughout the group, we foster a performance-based culture with ownership, transparency, regular check-ins, quarterly performance reviews, and a commitment to work-life balance. We sponsor team activities, training, and conferences to help everyone grow. Be part of a growing mission-oriented business that seeks new leaders who are proficient, proactive, and direct. We offer a supportive environment, a competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles, and teammates help you hone your skills while you accomplish responsibilities. Make a difference and grow with us.

• Responsible for the overall daily management of assigned teams, projects and/or ongoing work
• Oversee surveys, installs, trunk build and other implementations and take action to ensure milestones are on time
• Provide planning input and resource input in the form of accurate time estimates
• Liaise with implementation and other teams to ensure accuracy in planning
• Maintain the master project plan and ensure all items are up to date
• Delegate and integrate updates to the project timeline
• Oversee work to ensure hurdles are managed and escalated where appropriate
• Identify any potential issues ahead of time
• Clear any issues that come up
• Where required, escalate issues as soon as they are known
• Anticipate issues and proactively mitigate
• Identify possible project blockers that could delay the implementation before committing to a completion date
• Ensure changes on Project Plans and Implement immediately without a delay. Ensure all dependencies are carried out take care off
• Maintain allocations, reporting and timeline by maintaining the master schedule
• Able to effectively manage timelines, external agencies, and report issues when the need arises
• Use and update project management tools to keep everyone posted regarding project status
• Identify areas for process improvement and solutions to implement
• Monitors their work and provide updates to management Proficient in understanding customer requirements in terms of timelines, manpower scheduling, permits
• Ensure proper handling, documentation and safety of inventory items is carried out
• Check/review documentation uploaded/created by other Team Members and correct them when needed
• Create weekly, monthly, and quarterly reports or project updates to direct reporting line
• Ensure that the surveys, installs follows the company's safety and standards and that commissioning is done with proper testing and within acceptable guidelines
• Ensure that SO Supervisors/Store Officer coordinates and monitor the movement and inventory based on Inventory list and delegate the ordering of additional supplies when needed
• Review BOMs, BOQs, Survey Checklists, Tool Checklist when necessary
• Other duties as assigned

• Can use AutoCAD, SketchUp, MS Visio when needed
• Able to think critically in high-pressure situations
• Technical knowledge relating to Fiber-based Telecommunications Networks
• Proven leadership / mentoring capabilities
• Can be trusted to complete work without supervision and take responsibility for work items
• Can guide, mentor, train and teach internal and external teams on quality, standards and techniques for fiber optic and network equipment installation
• Can make sound decisions and can back it up with logical reasoning
• Can conduct Performance Evaluation with sub contractors and subordinates
• Preferably proficient in project management systems and inventory management systems
• Amenable for travel to Cebu, especially during the training period

Our team recognizes the importance of your candidacy, and we want to ensure that your application receives the attention it deserves. We aim to give our applicants a good experience by being timely, efficient, and direct. Rest assured that your application will be carefully reviewed and processed promptly.

RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by RISE with third party service providers to serve lawful purposes, for RISE recruitment process, including processing of data by third party when required. Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and

A key position we are looking to fill is that of a Support Manager. This individual will be responsible for delivering first-line support for internal tools, overseeing access control processes, ensuring timely resolution of support tickets, and collaborating with IT, Security, and DevOps teams to maintain tool availability and compliance.

The primary objectives of this role include managing the global OnCall support rotation, guaranteeing reliable around-the-clock coverage for critical systems. Additionally, the Support Manager will be tasked with maintaining and improving documentation, support guides, and user knowledge bases. They may also be assigned to manage customer accounts and serve as the primary point of contact for all tools-related support, coordination, and escalation management.

To succeed in this position, candidates must possess a Bachelor's degree in Computer Science, Information Systems, or a related field. Proficiency in SQL is essential, along with familiarity with JIRA and Confluence. Experience in access management and security controls is also crucial, as is the ability to work on a shift schedule with DST adjustments.

• Responsibilities:
• Deliver first-line support for internal tools
• Manage access control processes for internal and external users
• Ensure timely resolution of support tickets
• Maintain and improve documentation, support guides, and user knowledge bases
• Collaborate with IT, Security, and DevOps teams