Service Delivery ManagerHireArchi • Metro Manila, Philippines
Service Delivery Manager
HireArchi • Metro Manila, Philippines
30+ days ago
Job descriptionResource Allocation : Balance technical team workload between incident response and project delivery Project P&L Ownership : Own budget tracking, cost management, and profitability analysis for assigned projects Performance Management : Conduct technical team performance reviews and manage day-to-day employee relations Team Development : Handle technical team conflict resolution, professional development planning, and coaching Quality Assurance : Ensure all technical work meets company standards before client delivery Escalation Management : Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type On-Call Coordination : Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents) AI System Management : Partner with IT Technicianto optimize Thread AI chat system and routing logic Mission Control Integration : Drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team) Documentation Standards Ownership : Establish and enforce client documentation standards for Mission Control routing eligibility HaloPSA Administration Coordination : Work with DevOps team on PSA system optimization, workflow automation, and integration enhancements Process Automation : Develop intelligent routing criteria based on complexity and documentation status with DevOps team Quality Monitoring : Coordinate with DevOps team to build HaloPSA dashboards for routing accuracy and performance analytics Future AI Integration : Test and implement Thread's upcoming Dispatch Agent when released Project Communication : Provide regular status updates to Strategic Accounts Director Financial Coordination : Interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management Timeline Management : Coordinate project schedules with equipment procurement and resource availability Issue Resolution : Handle technical coordination during incidents while
Employer : An MSP company located in Las Vegas, Nevada
Work Set up : Remote
Working Schedule : Pacific Standard Time
- 13th Month Pay
- HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
- Personal Time Off (After a 90-day probationary period)
Position Overview
We are seeking an experienced Service Delivery Manager to serve as the operational hub of our lean IT services company. This role will coordinate all technical team activities, optimize our Thread AI automation system, and ensure exceptional client service delivery while removing tactical coordination from executive leadership.
Why This Role Matters : You'll be building the operational backbone that allows our technical team to focus on execution while enabling strategic leadership to drive company growth. This isn't just coordination you're architecting scalable processes that will support our growth from 12 to 20 employees.
Technical Team Coordination & HR Management
Thread AI, Mission Control & PSA Optimization
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Service Delivery Manager • Metro Manila, Philippines
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