IT Delivery Manager

Empower Your Global Career Journey with Our International Client!

Embark on an extraordinary career journey as you assume the pivotal role of IT Delivery Manager within our team. This opportunity transcends conventional employment presenting an exhilarating path poised to catapult your professional growth to unprecedented levels. Picture yourself at the helm of a global outsourcing enterprise orchestrating an international network while rooted in the familiarity of your home country. Experience boundless opportunities and unparalleled fulfillment as you chart your course towards success with us. The IT Delivery Manager role encompasses pivotal responsibilities aimed at ensuring seamless delivery of services. This position involves meticulously scoping clients technical requirements to provide businesscritical and toptier services tailored to precise specifications. Working closely with the Service Delivery Team the IT Delivery Manager consistently and reliably delivers IT requirements to clients adhering to best practices standards and compliance in IT Security and IT Service Management.

• Education: BS in Information Technology MIS or similar program; or equivalent work experience
  
• Experience Target: Experience in similar capacity or minimum of 5 years as a IT Project Manager or as an IT Delivery Manager.
  
• Background in three or more of the following:
  

• Windows 10/11 Desktop Support
  
• Microsoft 0365
  
• Avaya or Nortel telephony
  
• Windows Server 2003/AWS
  
• Active Directory 2003/Azure AD
  
• Local Area Networks (Cisco or 3Com)
  
• Wide Area Networks
  
• Knowledge of TCP/IP
  

• ITIL experience and qualifications are preferred.
  
• PMP Certification is an advantage.
  
• Experience in handling largescale projects is an advantage.
  

Personal Competency:

• Strong leadership and management skills.
  
• Excellent listening negotiation and presentation abilities.
  
• Drive for results and competent problemsolving skills.
  
• Selfstarter innovative and resourceful.
  
• Engaging assertive and proactive.
  
• Demonstrable ability to communicate present and influence key stakeholders at all levels of an organization including executives and Clevel.
  
• Strongly customer serviceoriented delivering clientfocused solutions to customer needs.
  
• Proven ability to juggle multiple account management projects at a time while maintaining sharp attention to detail.
  
• Ability to build a cohesive team and manage people effectively including coaching and developing the team.
  
• Ability to balance and plan the shortterm actions of the team.
  
• Flexible attitude wide knowledge of IT and understanding of all relevant industry standards.
  
• Knowledge and understanding of best practices for IT Service Management and Project Management.
  
• Strong interpersonal communication (verbal and written) skills and pleasant demeanor including being influential and persuasive with stakeholders.
  
• Ability to market and promote the IT Division and advocate for necessary resources support and appreciation for the IT Division.
  
• Complete understanding of the organization s business landscape.
  
• Ability to think critically about systems and devise alternative practical and economical solutions to issues.
  
• Ability to manage time effectively while setting the teams tone through modeling and leadership.
  
• Experience in delivering IT requirements to largescale client onboarding projects.
  

What will you do in our team

• Develop detailed implementation plans to deliver IT requirements to client onboarding ensuring precise adherence to specifications and timelines.
  
• Collaborate closely with crossfunctional IT teams to drive the successful deployment of various technology projects.
  
• Continuously manage and exceed client expectations by setting and maintaining highquality standards.
  
• Conduct thorough risk assessments related to technology infrastructure planning and deployment.
  
• Formulate and implement comprehensive mitigation strategies to proactively address identified risks.
  
• Act as the primary point of contact for all client s IT related matters within the IT delivery framework.
  
• Build and sustain enduring client relationships through effective communication.
  
• Develop trusted advisor relationships with key clients stakeholders and executive sponsors.
  
• Ensure the timely and successful delivery of IT solutions in alignment with customer needs and objectives.
  
• Communicate the progress of monthly/quarterly initiatives to both internal teams and external stakeholders.
  
• Prepare comprehensive reports on client status addressing trending issues and proposing corrective and preventive actions for continual improvement.
  
• Assist in handling challenging client requests or issue escalations within IT delivery scope.
  

• Oversee specific client requirements related to infrastructure setup workstations and access management.
  
• Spearhead the onboarding process for new client staff ensuring a seamless and positive transition experience.
  
• Manage IT Transition and project team members from various IT functions.
  
• Ensure the timely and quality delivery of hardware and software maintenance managed services and various projects to support the Client s IT requirements.
  
• Establish and maintain robust longlasting client relationships positioning yourself as a trusted advisor.
  
• Develop and implement key metrics and KPIs to track project and service delivery performance.
  
• Provide regular comprehensive analysis and reporting to IT management fostering consistency and continuous improvement.
  
• Take charge of customer escalations and complaints related to projects and IT transition demonstrating an adept ability to find effective and sustainable solutions to complex issues.
  
• Lead troubleshooting efforts for technical problems faced during transition and hypercare ensuring adherence to service level agreements.
  
• Coach and develop team members to ensure consistently high performance and a culture of continuous improvement.
  

• The IT Service Delivery Manager is responsible for managing the IT Service Delivery organization which provides front line support to clients across all IT services. They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.
  
• To provide a client service interface for the Emapta IT department addressing user reported incidents and recording userdriven change and service requests ensuring clear and accurate communication against progress until completion whether fully resolved within the IT Service Delivery or by other IT departments & suppliers/vendors according to SLA s.
  
• The IT Service Delivery Manager is responsible for developing and implementing the strategy standards and procedures within which the IT Service Delivery and other IT Teams operate. The role is responsible for analyzing usage of applications incidents and requests to identify problems and proactively reduce call or ticket volumes.
  

What awaits you here at Emapta

• HMO coverage with free dependent upon regularization
  
• Abovemarket salary
  
• Hybrid work arrangement
  
• Prime Office Location
  
• Semiflexible schedule
  
• Standard government and Emapta benefits
  
• 20 days annual leave
  
• Career growth opportunities
  
• Diverse and supportive work environment
  
• Fun employee engagement activities
  

Why We Stand Out Among the Rest!:

Join Emapta a company recognized as one of the Best Places to Work for in Asia by HR Asia and The Philippines Best Employers for 2023. Our culture of care and empathy reflected in our 50/50 gender ratio ensures youll feel like part of the family from day one. Were dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients youll have the opportunity to make a positive impact daily whether you prefer officebased or workfromhome options. Join us for a 100% virtual recruitment process and lets make magic together!

Working in Emapta not only provides you the certainty of working with a wellestablished organisation which nurtures the careers of almost 7400 team members it also places you in direct relationships with some of the world s leading and most innovative companies.

Tim Vorbach CEO

#EmaptaExperience