Role:
Leadership & Delivery Management
- Lead and manage a cross-border team of Service Delivery Managers to execute all operational and contractual obligations for assigned customers.
- Define, plan, track, and manage project deliverables and service targets to ensure successful outcomes.
- Oversee multiple concurrent projects at a global scale.
- Align team to the company standards and promote compliance with the Service Delivery Code
- Balance multiple concurrent projects in a scaled agile, fast paced and international environment
Customer & Stakeholder Engagement
- Serve as the primary operational point of contact for customers at both strategic and operational levels.
- Manage customer expectations with confidence and maintain strong relationships with senior‑level stakeholders.
Service Quality & Process Improvement
- Monitor and evaluate service delivery performance, ensuring cost‑effective and efficient operations.
- Identify opportunities to optimize services and processes, driving continuous improvement initiatives.
- Evaluate performance, manage risk and identify optimization potentials
Team Development
- Mentor, coach, and develop the Service Delivery Management team to strengthen capabilities and support long‑term growth.
- Actively search for new talent to develop and empower the team
- Enable and develop the team's capabilities to set up and deliver services to the clients within excellent quality and with profitable margin and be committed to solving their problems
Financial & Resource Management
- Oversee resource planning, cost monitoring, and project P&L to ensure financial success.
- Manage vendor relationships to ensure delivery performance meets standards.
Project Implementation
- Provide leadership support during project transition and implementation phases.
Requirements:
- 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
Benefits:
- Buddy program
- Health/ Medical insurance
- Internal career development program
- Mobile working
- Onboarding program
Be part of Us:
Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids Family. That's why Hemmersbach is The Social Purpose IT Company.
We are seeking an experienced and highly driven Lead Service Delivery Manager to lead a team in delivering world‑class IT services across global customers. This role is ideal for a strong people leader with deep expertise in IT service delivery, managed services, and customer engagement at senior levels.
