Service Delivery Manager/Scrum Master

Job description

We are looking for an experienced Service Delivery Manager to lead a strategic ServiceNow Implementation & Migration engagement in Manila, Philippines.

This is a senior client-facing role with full ownership of delivery operations, governance, and stakeholder relationships — from project kickoff through long-term managed services.
ABOUT THE JOB
Serving as the single point of contact for the client across all operational and delivery matters, building a trusted partnership at every level of the organization from technical teams to executive sponsors
Designing, establishing, and facilitating governance rituals and escalation paths — including steering committees, operational reviews, and decision-making frameworks — to keep all stakeholders aligned and issues resolved with speed and clarity
Leading SAFe / PI Planning cycles (4× per year) to synchronize delivery roadmaps across both HRSD and ITSM/CSM streams, ensuring cross-team dependencies are visible and managed proactively
Owning SLA reporting and contract compliance, producing regular performance reports, tracking delivery against contractual commitments, and driving corrective actions or renegotiations when required
Managing quarterly capacity adjustments in close collaboration with technical leads and the Amaris resourcing team, anticipating demand shifts and ensuring the right profiles are in place at the right time
Overseeing knowledge transfer at every stage of the engagement, ensuring documentation standards are upheld, institutional knowledge is captured, and operational continuity is maintained through transitions and team changes
Championing continuous service improvement by identifying delivery bottlenecks, process gaps, and optimization opportunities across both streams, and working with workstream leads to implement lasting solutions
ABOUT YOU
Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field
10+ years of experience in IT service delivery, program management, or managed services — we are looking for a true expert who has navigated complex, high-stakes engagements
Demonstrated experience managing large-scale ServiceNow implementation or managed services engagements, ideally across multiple modules (ITSM, HRSD, CSM)
A proven track record of leading concurrent delivery streams within enterprise environments, managing cross-functional teams of architects, developers, and functional consultants
Deep expertise in SAFe or scaled agile frameworks, with hands-on PI Planning facilitation experience
Strong command of SLA management, contract governance, and client reporting in a professional services or consulting contexT
Certified Scrum Master (CSM), SAFe Agilist, or PMP — at least one is required
ITIL v4 Foundation is strongly preferred
ServiceNow Certified System Administrator (CSA) is a plus
Executive-level communication and presentation skills in English
A collaborative, solution-oriented mindset with the maturity to lead through ambiguity
Strong organizational discipline and the ability to manage competing priorities without losing sight of the bigger picture
WHY AMARIS?

At Amaris Consulting, we believe in creating a thriving, positive workplace where every team member can grow, connect, and make a real impact. Here’s what you can expect when you join our dynamic community:

Global Diversity: Be part of an international team of 110+ nationalities, celebrating diverse perspectives and collaboration.
Trust and Growth: With 70% of our leaders starting at entry-level, we’re committed to nurturing talent and empowering you to reach new heights.
Continuous Learning: Unlock your full potential with our internal Academy and over 250 training modules designed for your professional growth.
Vibrant Culture: Enjoy a workplace where energy, fun, and camaraderie come together through regular afterworks, team-building events, and more.
Meaningful Impact: Join us in making a difference through our CSR initiatives, including the WeCare Together program, and be part of something bigger.

Equal Opportunity

Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promote diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

#LI-VN1

Who are we?
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!