Senior Service Delivery Manager

Position: Service Delivery Team Manager

Job Type: Permanent

Work Setup: Onsite

Shift time: Shifting

Location: Mandaluyong City

Your Role:

As a Service Delivery Team Manager, your job is to grow the leaders who grow our teams. You'll work closely with a group of Service Delivery Team Leads and their SRE teams, helping them succeed in delivering high-impact support to our partners while developing as thoughtful, capable leaders.You set the tone not just in operations, but in culture. You're someone who leads by example—showing what it means to live out our BVMMs (Beliefs, Vision, Mission, and Methods) through clear communication, strong follow-through, and a deep sense of care for your team and our customers.

You're expected to:

• Manage a team of Service Delivery Team Leaders and indirectly support the SRE teams across multiple customer environments.

• Align operations with customer goals and ensure consistent delivery of high-quality, reliable support.

• Foster a culture of trust, accountability, and continuous learning within your teams.

• Be a steady presence for your SDLs—guiding their growth, supporting performance, and helping them make good decisions.

• Act as a partner to our customers—communicating value, resolving challenges, and co-creating solutions.

• Collaborate with other internal teams (e.g., Security, Automation, People Ops) to drive improvements and scale what works.

What we are looking for:

• Experience in service delivery, SRE, DevOps, or technical operations, with at least 3 years managing team leads or people managers.

• Strong knowledge of SRE and IT operations concepts such as SLIs/SLOs, incident response, and infrastructure automation.

• Proven success leading 24/7 or distributed teams, ensuring service stability and team alignment.

• Ability to balance client needs, team health, and business priorities across multiple properties or regions.

• Excellent communication skills with the ability to convey clarity and empathy, especially in high-stakes conversations with clients or direct reports.

• Familiarity with compliance frameworks (SOC 2, ISO, PCIDSS), leadership coaching programs, or FinOps practices is an advantage.