IT Service Delivery Manager - Onsite, Dayshift, BGC, Up to …, Taguig

Job Title: Service Manager | Customer Value Manager

Location: BGC, Taguig (Onsite)

Schedule: 6:00 AM 3:00 PM

Salary: Up to 145,000.00 (depending on experience)

Responsibilities

• 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 gather feedback, facilitate optimization initiatives, and provide service performance updates.
• Ensure clients are consistently satisfied by proactively managing issues, driving optimization efforts, and improving service delivery engagement.
• Act as the first point of contact for day-to-day client requests and incidents, ensuring timely responses and clear communication.
• Identify potential issues before they impact the client and provide timely solutions.
• Ensure all service delivery processes comply with ITIL standards and best practices.
• Support escalations for major incidents after hours when required.
• Monitor client health through defined success metrics, address risks, and identify opportunities to drive business outcomes.
• Prepare detailed service performance reports, success plans, and account updates for internal teams and clients.
• Facilitate client onboarding to ensure effective use of products and services.
• Review client invoicing to ensure alignment with contract terms and resolve discrepancies.
• Coordinate with account teams on commercial issues such as disputes, back billing, and credits.
• Discuss aged debt concerns with clients and identify payment issues.
• Gather client feedback and provide insights to internal teams.
• Participate in operational improvement initiatives and recommend process optimizations.
• Work closely with Sales, Delivery, Engineering, and Support teams to ensure smooth coordination and handoffs.

Qualifications

• 24 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 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 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.
• Ability to interpret operational analysis and trends.
• Excellent communication, presentation, and interpersonal skills with the ability to influence and build trust.
• Client-centric mindset with strong empathy and focus on helping clients achieve business goals.