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Service Delivery Manager - Infra & Platforms at Thakral One

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Delivery, Operations Management, ITIL, Incident Management, Problem Management, Cloud Support, Stakeholder Management, Root Cause Analysis, SLA Management, KPI Management, AWS, Kubernetes, OpenShift, Kafka, Aerospike, Snowflake

Industry

IT Services and IT Consulting

Description

As a Service Delivery Manager, you will oversee maintenance and support services for the client's Advanced Realtime Recommendation and Offer Workflows (ARROW) platform, ensuring that service‑level commitments and key performance indicators are consistently met. You will serve as the primary point of contact for the client, aligning stakeholders, resolving escalations, and driving continuous improvement. What You'll Do and How You'll Succeed Manage service performance to meet or exceed SLA and KPI targets, identifying improvements and initiating remedial actions. Oversee incident and problem management, implementing root‑cause analysis and preventative measures to minimise recurrence. Collaborate with vendors and internal teams to coordinate changes, optimise processes, and deliver secure, reliable solutions. Develop and maintain Standard Operating Procedures (SOPs) and ensure compliance with ITIL practices. Provide clear, timely communications to stakeholders, reporting on service performance, risks, and improvement plans. We'd Love to Hear From You If... Experience You have at least five years in IT service delivery or operations management. You have leadership experience in cloud or platform support teams. Technical Expertise You are proficient in ITIL and service management frameworks. You are experienced in incident and problem management. You understand modern cloud technologies such as AWS, Kubernetes/OpenShift, Kafka, Aerospike, and Snowflake. Ways of Working You build strong stakeholder relationships. You drive continuous improvement initiatives. You communicate clearly under pressure. You collaborate effectively across teams. Assignment Details Contract Duration: 5 years (1 Jul 2026 – 30 Jun 2031)

Responsibilities

Oversee maintenance and support for the ARROW platform to ensure SLA and KPI targets are consistently met. Act as the primary client contact to manage escalations, coordinate with vendors, and drive continuous service improvement.