Head of IT Service Delivery

The Head of Managed IT Services is a hands-on operational leader responsible for managing external IT service delivery across desktop support, server support, and M365 tenancy services. This role addresses critical technical capability gaps that currently impact service delivery and requires someone who lives in the operations daily managing service delivery, optimizing tools, solving technical problems, and ensuring SLA compliance. This is fundamentally an operational role where 80%+ of time is spent in day-to-day execution and technical problem-solving.

This leader will be deeply engaged in the operational aspects of service delivery, from managing major incidents personally to optimizing technology platforms hands-on. The role requires expertise across the MSP technology stack including Microsoft M365 / O365, Threat locker, Acronis Cyber Protect, Datto RMM, Autotask, and Cloudflare, with the expectation that the incumbent will actively work with these platforms to drive service excellence and operational maturity.

This person will be primarily focused on operational execution, technical escalation handling, ITIL process implementation, and building operational capability within the team. This is a role for someone who has lived in MSP operations, understands the challenges intimately, and finds satisfaction in operational excellence and technical problem-solving rather than strategic planning meetings.

Education

• Bachelor's degree in Information Technology, Computer Science, or related field
• ITIL Foundation certification required; ITIL Expert / Practitioner highly desirable
• Microsoft certifications (M365, Azure) required
• Additional security certifications (Security+, CISSP) highly desirable

Experience

Essential Technical Expertise (Must-Have - Deep Hands-On Capability Required or have used an equivalent technology)

Work Setup : Shift : Dayshift

Setup : Hybrid

Location : Cebu City

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