# Service Delivery Manager

**Company:** [Questronix Corporation](http://jobs.workable.com/companies/syCYHg6sjHPC6m6AfZ91Ku.md)
**Location:** Manila, Philippines
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/e764f037-7cf2-4d7f-a11d-8606613b71dc)

## Description

**Job Description:**

-   Serve as the primary point of contact for service delivery matters
-   Ensure services are delivered in accordance with SLAs and quality standards
-   Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
-   Manage escalations and ensure timely issue resolution
-   Lead incident management and post-incident reviews (RCA)
-   Coordinate service transitions, upgrades, and changes
-   Provide regular service performance reports to clients and senior management
-   Lead and support service delivery teams to meet operational targets
-   Drive continuous service improvement initiatives

## Requirements

### **Qualifications:**

-   **Bachelor’s degree in IT, Engineering, or related field**
-   **2 years of experience in service delivery, IT operations, or managed services**
-   **Proven experience managing client relationships in SLA driven environments**
-   Strong knowledge of incident, problem, and change management processes
-   Experience leading cross functional technical teams
-   Strong reporting and documentation skills
-   **ITIL certification (preferred)**