IT Service Delivery Manager_Onsite_Dayshift_BGC_Up to 145K

We are hiring for a Service Manager | Customer Value Manager for a client based in BGC Taguig.

This is an Onsite work following a 6AM - 3PM schedule

Salary is up to ₱145,000.00 based on experience

Main Requirements:

• 2–4 years of experience in customer-facing or service delivery support roles in IT, telecommunications, or managed services.
• Experience in implementing, supporting, and optimizing enterprise technologies to meet customer's business objectives, including:
• Contact Centre Solutions: NICE CXone, Nexidia, Webex Contact Centre
• SD-WAN Technologies: Cisco Meraki, Catalyst
• EX Solutions: MS teams and Webex Calling
• Proven track record in customer success, account management or service delivery management in complex, large scale enterprise or government environments
• Experience in operational management, SLA monitoring, incident escalation, and coordination across service delivery teams
• Strong understanding of telecommunications services, networks, and IT solutions
• Demonstrated ability to interpret operational analysis and trends
• Exceptional communication, presentation, and interpersonal skills, with ability to influence and build trust across diverse audiences
• Client Centric: Deep empathy and passionate about helping clients achieve their business goals

Job Descriptions:

Client Relationship Management & Value Delivery

• Support Service Managers in delivering consistent, high-value client engagements and nurturing long-term partnerships through deep understanding of client objectives.
• Assist in the preparation of client success plans, service reports, and account updates.
• Maintain a structured cadence of communication through Monthly, Quarterly and Yearly Business
• Reviews to orchestrate customer feedback and needs, facilitate optimization initiatives execution, and provide clients with service performance updates and metrics.

Operational Excellence

• Ensure that clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.
• Act as a first point of contact for day-to-day client requests and incidents, ensuring timely responses and clear communication.
• Proactive Issue Resolution: Identify potential issues before they impact the client and provide timely solutions
• ITIL Process Adherence: Ensure all service delivery processes are compliant with ITIL standards and best practices, maximizing the use of standard product set to achieve client goals efficiently.
• Support escalations for major incidents after hours where required

Client Health & Engagement

• Monitor client health through defined success metrics, address risks and capitalize on opportunities to drive tangible business outcomes
• Prepare detailed service performance reports, success plans, and account updates to inform internal teams and clients.

Onboarding

• Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.

Financial Management

• Regularly review client invoicing, including onboarding or offboarding of services to ensure alignment with contract terms and resolve any discrepancies
• Ensure the account team are engaged across any commercial issues including disputes, back billing, credits.
• Discuss aged debt concerns with client and identify any impediments to payment.

Continuous Improvement & Innovation

• Gather client feedback and provide insights to Client Success Managers and product/service teams.
• Participate in operational improvement initiatives, helping identify process gaps and
• recommending optimizations.
• Work closely with Sales, Delivery, Engineering, and Support teams to coordinate effective handoffs and account updates.