Service Delivery Manager – IT Operations (Mid Shift, Permanent WFH)
Company: SCALABLE OS CORP.
Location: Metro Manila (Remote)
Type: Full-time
Remote: Yes
Posted: 2026-09-01
About this role
## SUMMARY
As the company continues to expand its Philippines-based technology operations, we are seeking an experienced Service Delivery Manager to oversee the delivery and operational performance of technology services provided by the Philippines-based team.
The Service Delivery Manager will be responsible for ensuring that services consistently meet or exceed agreed SLAs, KPIs, quality standards, and client expectations. This role will work closely with international leadership, clients, technical teams, and internal stakeholders to maintain high service standards, resolve escalations, and drive continuous operational improvement.
The ideal candidate is an experienced IT Service Delivery or Operations leader with a strong background managing technical teams and delivering services to international clients. The successful candidate should have strong stakeholder management, people leadership, analytical, and problem-solving skills, combined with a solid understanding of IT service management and operational processes.
Experience within an MSP, IT services, technology, financial services, cloud infrastructure, or other 24/7 operational environment is highly preferred.
## JOB RESPONSIBILITIES
- Service Delivery Management
- Manage the overall delivery of IT and technology services provided by the Philippines-based team.
- Ensure services consistently meet agreed SLAs, KPIs, service quality, productivity, and performance targets.
- Monitor service performance and identify trends, risks, and opportunities for improvement.
- Ensure effective processes are in place for incident, problem, change, escalation, and service request management.
- Take ownership of service delivery issues and coordinate appropriate teams to ensure timely resolution.
- Monitor recurring and high-impact incidents and drive corrective and preventive actions.
- Ensure accurate and timely operational reporting to clients and senior management.
- Support the delivery of 24...