Details:
Job Description
In practice at Stefanini, an SDM is expected to balance four key areas:
- Client Management: Maintain client satisfaction, manage escalations, and act as the trusted advisor.
- People Leadership: Lead, coach, and develop the operations team while driving performance.
- Operational Management: Ensure SLA/KPI achievement, process compliance, and continuous service improvement.
- Business Management: Oversee scope, support new business initiatives, and contribute to financial and operational governance.
Job Requirements
Details:
- Bachelor's degree or four-year equivalent qualification.
- Minimum of 2-3 years of experience working in an IT or Service Delivery management role.
- Strong understanding of ITO industry dynamics, service delivery models, and operational processes.
- Experience managing IT services, operations, teams, clients, or service delivery functions preferred.
- Knowledge of IT Service Management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
- ITIL Foundation experience/certification is a plus.
- Strong critical thinking, analytical, and problem-solving skills.
- Ability to effectively lead and manage ambiguous, complex, and fast-changing situations.
- Excellent relationship management skills with the ability to build strong partnerships with clients, stakeholders, and internal teams.
- Strong collaboration and team leadership abilities.
- Ability to motivate teams, drive accountability, and deliver operational excellence.
- Ability to manage multiple priorities while ensuring service quality and meeting business objectives.
- Flexible to work varying shifts and maintain schedule adherence based on business/client requirements.
- Work Setup : Hybrid (2/week onsite)
- Office Location : Pasay City, Philippines
- Completion of the SDM Apprenticeship Program is a mandatory requirement for all internal applicants.
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