Makati City, PhilippinesFull TimeMid-levelPosted Today
SUMMARY
We are seeking an experienced
Managed IT Service Delivery Manager
to lead and oversee the daily operations of our Managed IT Services team during the after-hours shift. This leadership role is responsible for ensuring exceptional service delivery, optimizing team performance, managing ticket flow and escalations, and maintaining high levels of customer satisfaction.
The ideal candidate is an experienced people leader with a strong background in Managed Services (MSP) environments. While this is not a hands-on technical role, candidates should possess a solid understanding of IT infrastructure and managed services to effectively coach engineers, oversee service delivery, and drive operational excellence.
JOB RESPONSIBILITIES
• Lead, coach, mentor, and develop a team of Managed IT Support Engineers, fostering a high-performing and collaborative culture.
• Manage daily service desk operations, ensuring ticket queues are appropriately prioritized, assigned, and resolved within established SLAs.
• Monitor team productivity, utilization, response times, and service quality to achieve operational and customer satisfaction goals.
• Serve as the primary escalation point for service delivery issues and ensure timely resolution of complex customer concerns.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and career development planning for team members.
• Oversee workforce planning, scheduling, PTO approvals, and resource allocation to ensure adequate service coverage.
• Collaborate with leadership to develop and implement operational processes, service improvements, and best practices.
• Monitor key service delivery metrics including First Contact Resolution (FCR), Customer Satisfaction (CSAT), ticket accuracy, utilization, backlog, and SLA compliance.
• Review customer feedback and manage follow-up activities to improve customer experience and service quality.
• Partner with internal departments including Professional Services, Field Services, and other technical teams to ensure seamless service delivery.
• Support recruitment, onboarding, training, and continuous development of Managed IT engineers.
• Identify operational trends and recommend process improvements that increase efficiency, productivity, and customer satisfaction.
• Maintain accurate operational documentation, reporting, and administrative records.
• Ensure compliance with company policies, service standards, and operational procedures.
• Participate in leadership meetings and contribute to strategic planning initiatives.
Requirements
• Minimum 5–8 years of experience in Managed IT Services, IT Operations, or Service Desk environments. • Minimum 2–3 years of leadership experience managing technical support or service desk teams. • Previous experience within a Managed Services Provider (MSP) environment is highly preferred. • Strong understanding of IT service delivery methodologies, SLA management, ticket lifecycle management, and customer support operations. • Working knowledge of Microsoft technologies including Microsoft 365, Windows Server, Active Directory, Azure, virtualization platforms, networking fundamentals, and enterprise infrastructure. (Technical oversight only; hands-on engineering is not required.) • Experience managing service delivery KPIs such as: o First Contact Resolution (FCR) o Customer Satisfaction (CSAT) o SLA compliance o Utilization o Ticket quality and accuracy o Team productivity • Strong people management skills, including coaching, mentoring, performance management, conflict resolution, and employee development. • Excellent organizational, analytical, problem-solving, and decision-making skills. • Strong verbal and written communication skills with the ability to communicate effectively with technical teams, leadership, and customers. • Experience working with PSA, ticketing, and service management platforms. • Familiarity with ITIL principles and service management best practices is preferred. • Bachelor’s degree in information technology, Computer Science, Business, or a related field is preferred or equivalent professional experience.Benefits
- Competitive salary package
- Full Philippine statutory benefits
- 13th Month Pay
- Paid Time Off (PTO)
- Health Insurance/HMO
- Life Insurance
- Company-provided equipment
- Ongoing leadership and professional development opportunities
- Career advancement within a growing Managed Services organization
- Collaborative, team-oriented work environment