SERVICE DELIVERY MANAGER PH
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Job Summary
Excis is a global IT support leader driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projectsfrom conception to deploymentensuring successful delivery customer satisfaction and alignment with business goals.
Client Presence: 190 countries
Team: 6000 Engineers
Clients: 200 Enterprise Clients
We foster an open friendly and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together we put our people first.
Start your journey with Excis and grow with us!
Location: Fully Remote (Must have reliable high-speed internet and suitable home office setup)
Shift: EMEA Business Hours Must be willing to work during European daytime hours (aligning with GMT/BST/CET time zones)
Service Delivery Management: Ensure consistent delivery of IT services aligned with SLAs KPIs and business requirements; manage service operations monitor performance and drive continuous improvements.
ITIL Process Management: Implement and manage ITIL-based processes including Incident Problem Change Management Service Request Fulfilment and Service Level Management ensuring alignment with ITSM best practices.
ServiceNow Platform Management: Utilize ServiceNow for incident logging tracking resolution problem management change approvals service catalogue and generate reports and dashboards for operational performance.
Technical Oversight (Break/Fix & Microsoft OS): Provide oversight for break/fix support across desktops laptops servers and infrastructure; support troubleshooting of Microsoft Windows desktop and Windows Server environments.
Client & Stakeholder Management: Act as primary contact for service escalations conduct service review meetings and ensure high customer satisfaction.
Incident & Problem Management: Lead major incident management minimize downtime and ensure root cause analysis with preventive actions.
Continuous Service Improvement: Identify opportunities to enhance service efficiency and reliability using ServiceNow analytics and reporting.
Reporting & Governance: Produce service performance and SLA compliance reports track incident trends and operational metrics and ensure adherence to governance security and compliance policies.
- ITSM & ITIL Expertise: Strong knowledge of ITIL-based IT Service Management with ITIL certification preferred.
- ServiceNow Proficiency: Hands-on experience with the ServiceNow ITSM platform for managing service operations.
- Technical & Break/Fix Experience: Proven experience in break/fix support environments with technical background in Microsoft operating systems and infrastructure.
- Experience & Education: Bachelors degree in IT Computer Science or related field with 510 years of experience in IT service delivery operations or technical support.
- Leadership & Analytical Skills: Strong leadership communication stakeholder management and problem-solving abilities.
Why Join Excis
Be part of a collaborative and innovative global team driving industry-leading IT solutions.
Work remotely from anywhere with reliable internet access.
Professional growth and continuous learning opportunities.
Competitive compensation (commensurate with experience and local market rates).
Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.
About Company
Our History Founded in Belgium in 2001 as an IT services company, Excis expanded across Europe and established it’s HQ in the UK. The delivery of 24/7 support was followed by the provision of end-to-end solutions, including IT and audiovisual design, installation and servicing. Exci ... View more
