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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. 

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