IT Service Delivery Manager

About The Job
The IT Service Delivery Manager is accountable for the end-to-end delivery and operational management of all IT services supporting Operations, including application development(local and vendor manage), service requests, incident management, production support, and system reliability. The role serves as the primary point of contact for business stakeholders, managing demand intake, backlog prioritization, service performance, and execution of technology initiatives.
The position is responsible for ensuring delivery commitments are met, optimizing resource capacity and productivity, managing vendor and partner relationships, overseeing budget performance, maintaining service stability and compliance, and developing the team's capabilities to support current and future business needs.
What You Will Do
Service Delivery Management

• Own the delivery and operational support of all IT services supporting Operations.
• Ensure effective management of application development, service requests, incidents, problem management, deployments, Disaster Recovery and production support activities.
• Monitor service performance, availability, and system robustness to meet agreed SLAs and KPIs.
• Drive operational excellence through process improvement, automation, technical transformation and proactive issue resolution.
• Lead major incident management and ensure timely resolution of critical business issues.
  

Stakeholder Management & Demand Prioritization

• Act as the single truster partner for Operations-related IT concerns and escalations.
• Collaborate with business stakeholders to understand priorities, requirements, and strategic objectives.
• Manage stakeholder demand, backlog prioritization, and roadmap planning.
• Translate Business roadmap to technical roadmap that will support the strategy.
• Facilitate governance forums to review priorities, delivery commitments, risks, and service performance.
• Communicate progress, risks, and dependencies to stakeholders and senior management.
  

Delivery & Execution Management

• Ensure all initiatives, enhancements, and support activities are delivered according to agreed commitments, timelines, quality standards, and budgets.
• Track delivery performance against plans and proactively manage risks and dependencies.
• Coordinate cross-functional teams to deliver end-to-end solutions.
• Establish clear execution plans and ensure alignment with business priorities.
  

Resource & Capacity Management

• Manage team capacity, workload allocation, and resource planning.
• Ensure resources are assigned based on business priority, criticality, and organizational objectives.
• Continuously monitor productivity, utilization, and operational effectiveness.
• Identify resource gaps and develop action plans to address delivery risks.
  

People Leadership & Capability Development

• Lead, coach, and mentor technical and functional team members.
• Establish performance expectations and development plans for team members.
• Drive continuous learning and upskilling programs aligned with current and future technology requirements.
• Build organizational capabilities in development, support, and emerging technologies.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
  

Governance, Risk & Compliance

• Ensure compliance with IT governance, architecture, security, risk, audit, and regulatory requirements.
• Manage operational risks and service continuity plans.
• Oversee change management processes to minimize production risks and service disruptions.
• Support audit activities and ensure remediation actions are completed on time.
  

What You Need To Have

• At least 10 or more years leading IT Service delivery or equivalent.
• Stakeholder management
• Strategic planning
• Team leadership and coaching
• Conflict resolution and decision-making
• Agile and Waterfall delivery methodologies
• Incident, Problem, and Change Management
• IT Service Management
• Capacity and Resource Planning
• Vendor Management
• Budget Management
• Application Development Lifecycle (SDLC), Web Application, Microservices, Architecture, Infrastructure, Databases, CICD, Git ,Security.
• Monitoring, Reliability, and Performance Management- Incident Monitoring and Alert tools (E.g. Splunk, Grafana, Loki).
• AI Capability is an advantage
  

What Can Set You Apart

• Relevant certifications in Software Development (e.g. Java Certification)
  

Job Perks You'll Enjoy

• Hybrid work setup
• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.
At Home Credit Philippines, we believe that everyone has something special to offer. Our motto No Small Roles, Everyone is Important is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.
We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.
When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.
Come join us at Home Credit, where diversity fuels our innovation.
Here, there are #NoSmallRoles and #EveryoneisImportant.