Service Delivery Manager

Title: Service Delivery Manager

We are seeking a skilled and motivated Service Delivery Manager to oversee the Managed Service Operations for our data platform. This individual will be responsible for managing the end-to-end service delivery process, ensuring smooth operation of the platform, and maintaining high levels of service quality and client satisfaction. The role involves managing Level 1 to Level 3 support teams, ensuring timely and effective resolution of incidents and service requests, and driving continuous improvement initiatives.

Key Responsibilities

• Service Delivery Management:
• Lead and manage the Managed Service Operations for the data platform, covering L1, L2, and L3 support.
• Ensure the delivery of high-quality, reliable, and timely support services for all users of the data platform.
• Establish and maintain service level agreements (SLAs) and performance metrics to ensure service expectations are met.
• Manage the escalation process for issues requiring L2 and L3 support, ensuring prompt resolution of complex technical issues.
• Collaborate with internal teams, including Data Engineering, Platform Engineering, and Product Management, to align on operational goals and resolve cross-functional issues.
• Team Management and Leadership:
• Supervise and provide leadership to L1, L2, and L3 support teams, ensuring clear roles, responsibilities, and service excellence.
• Foster a culture of collaboration, continuous learning, and customer-centricity across the support teams.
• Provide training and mentorship to support staff to ensure they have the necessary skills and knowledge to resolve issues effectively.
• Incident and Problem Management:
• Oversee incident and problem management processes, ensuring incidents are logged, prioritized, and resolved in a timely manner.
• Perform root cause analysis (RCA) on recurring incidents and work with teams to implement corrective actions.
• Ensure effective communication with stakeholders during major incidents and ensure that all incidents are documented and reported.
• Performance Reporting:
• Provide regular reports on service performance, support metrics, and customer satisfaction.
• Conduct service reviews with stakeholders, identifying areas for improvement and implementing corrective actions where necessary.
• Drive continuous improvement initiatives within the support function, including process automation, knowledge management, and proactive monitoring.
• Collaboration and Communication:
• Work closely with the data platform Product and Engineering teams to communicate customer needs and technical requirements.
• Act as a liaison between business stakeholders and technical teams, ensuring transparency and effective communication regarding service issues and updates.
• Coordinate with external vendors, if necessary, to resolve complex service issues.
  
  

Required Skills And Experience

• 5 - 8 years of experience in managing service delivery or operations teams, particularly in IT, Data, or Cloud services.
• Strong understanding of data platforms, preferably with experience in supporting data lakes, data hubs, or cloud-based data solutions.
• Experience in managing L1-L3 support teams and ITIL-based service management processes.
• Strong problem-solving skills, with the ability to handle complex incidents and drive resolution across teams.
• Excellent communication skills with the ability to communicate technical issues to non-technical stakeholders.
• Ability to drive process improvements and operational efficiencies in service delivery.
• Familiarity with monitoring, incident tracking, and ticketing tools (e.g., ServiceNow, JIRA, etc.).
• Experience working in an Agile environment is a plus.
  
  

Education And Certifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL certification (preferably Foundation or higher).
• Additional certifications in cloud platforms or data management solutions (e.g., AWS Certified, Azure Certified, Databricks, etc.) are a plus.
  
  

Location:

• Ortigas, Pasig (Hybrid Work Setup)
  
  

Why Join Us

• Be a key player in the success of an innovative and high-impact platform.
• Work with cutting-edge technologies and a collaborative team of experts.
• Opportunity for professional growth and development within a fast-paced and dynamic environment.