IT Service Delivery Manager
Gratitude IncIT Service Delivery Manager
Job Description
Key Skills
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Job Title: IT Service Desk Delivery Manager (C3B)
Shift: Night Shift
Work Setup: Full On-site – Taguig
Salary Range: PHP 150,000–190,000
Headcount: 1
Recruiter Email: sandrachommy96@gmail.com
Qualifications (Concise):
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17+ years experience in IT Service Desk Delivery Management
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Extensive Global Service Desk background managing 200+ FTE across multiple geographies
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Strong knowledge of Service Desk metrics, SLAs, KPIs, and customer satisfaction management
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Experience in client-facing roles, financial management (top line, bottom line), and margin improvement
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Skilled in transformation initiatives, service improvement, project management, resource planning, and quality control
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Strategic thinker with strong decision-making and leadership abilities
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Experience handling vendor/executive-level relationships
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Preferred: Retail store support Service Desk experience
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Must be willing to work night shift, onsite in Taguig
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No job hoppers; not a current/former employee of TCS
Responsibilities (Concise):
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Act as bridge between client and delivery teams
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Manage stakeholders and support account growth
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Lead service reporting and delivery review meetings
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Provide daily/weekly/monthly performance reports
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Ensure smooth operational delivery and customer satisfaction
Pre-Screening Questions:
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How many years do you have in IT Service Desk Delivery Management?
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How many years of Global Service Desk experience managing 200+ FTE across multiple geos?
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Do you have experience in Retail store support Service Desk operations?
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What tools/platforms have you used for Service Desk Delivery?
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What is your last drawn salary?
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What is your expected salary?
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Are you amenable to working onsite in Taguig?
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Do you have your TOR and Diploma?
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When is your earliest start date?
Role
Customer Delivery Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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