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Stefanini
ITO Service Delivery ManagerStefanini • Pasay, Philippines
ITO Service Delivery Manager

ITO Service Delivery Manager

Stefanini • Pasay, Philippines
30+ days ago
Job description

Job Description
Details: 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.

#LI-CM1, #LI-HYBRID

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ITO Service Delivery Manager • Pasay, Philippines

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