Service Delivery Manager

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🕒 March 27

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ScalableOS

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

☁️ SaaS

B2B • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

📋 Description

• Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients. • Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies. • Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data. • Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow. • Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives. • Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies. • Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.

🎯 Requirements

• 6+ years of related experience in IT and IT technical staff management • Proven track record in Service Delivery management with a focus on superior client satisfaction • Extensive experience in network management, including Route/Switch/Firewall and Voice technologies • Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements • Demonstrated ability to work in rapid growth, dynamic, and transformational organizations • Exceptional team player with outstanding interpersonal and communication skills (written and oral) • ITIL Foundation Certifications highly desired or equivalent to ITIL experience • Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management • In-depth understanding of desktop, server, application, and network environments • Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.

🏖️ Benefits

• Work-from-home arrangement • Flexible working hours