Lead a regional and global IT team in a well-established company
Complete compensation package

About Our Client

A Germany-based global IT services company that specialises in delivering IT infrastructure support, field services, data centre services, and device lifecycle management on behalf of major technology vendors and global system integrators.

Job Description

Key ResponsibilitiesService Delivery Leadership

Lead and oversee a geographically dispersed team of Service Delivery Managers and Team Leads, ensuring successful execution of customer commitments and operational objectives.
Establish and manage delivery plans, milestones, and service targets to achieve high-quality outcomes.
Drive the successful delivery of multiple global projects simultaneously within a fast-paced, agile environment.
Ensure adherence to company standards, policies, and service delivery best practices.
Coordinate priorities across concurrent initiatives while maintaining operational excellence.

Client & Stakeholder Management

Act as the primary operational liaison for customers, managing relationships at both strategic and day-to-day levels.
Build trusted partnerships with senior stakeholders and proactively manage customer expectations.

Operational Excellence & Continuous Improvement

Monitor service performance, ensuring efficient, cost-effective, and high-quality delivery.
Identify opportunities to enhance processes, improve operational efficiency, and strengthen service outcomes.
Assess risks, track performance metrics, and implement improvement initiatives.

People Leadership & Talent Development

Coach, mentor, and develop Service Delivery Managers to build a high-performing leadership team.
Support talent acquisition efforts and cultivate future leaders within the organization.
Enable teams to consistently deliver exceptional customer service while meeting quality and profitability targets.

Financial & Resource Oversight

Manage resource allocation, budgets, project profitability, and cost controls to ensure business success.
Oversee vendor performance and maintain strong supplier relationships to support service excellence.

Project Transition & Implementation

Provide leadership and guidance throughout project onboarding, transition, and implementation activities to ensure seamless service delivery.

The Successful Applicant

Required Qualifications

Minimum 10 years of experience in service delivery, operations management, or IT project management, with at least 5 years in a leadership role.
Strong background in IT outsourcing, computer break-fix services, or managed services operations (mandatory).
Preferably with previous experience in global IT company such as global IT service provider/IT outsourcing/IT consulting or global IT product / service maintenance company (computers, server, network, or data centre product) with maintenance support responsibility or experiences in managing complex project/services for American region.
Familiarity with ITIL or other service management frameworks.
Excellent organizational skills and attention to details
Amenable to travel (depending on business needs)
Strong influencing and communication in English, both verbal and written, to engage both internal and external stakeholders at all levels
Amenable to work night shift (match the US CST timezone)
Ok to work onsite/in the office - North Tower 1, SM North EDSA

What's on Offer

Lead a regional and global team in a well-established company
Complete compensation package
OT Pay and Night Differential

Contact

Quote job ref: JN-082026-7086360

IT Lead Service Delivery Manager