Information technology manager

Job Description

Posted on 11 May 2026

1. Client Success & Satisfaction

• Ensuring clients consistently receive value from services delivered and remain long-term, satisfied partners.
• Ensures consistent delivery of value to clients through high-quality services
• Maintains strong, strategic client relationships as a senior relationship owner for key accounts
• Manages expectations and handles client escalations effectively and with authority
• Drives overall client satisfaction (CSAT/NPS), retention, and long-term partnership

1. Service Delivery Excellence

• Ensuring services are delivered correctly, consistently, and on time—every time.
• Ensures all services are delivered in accordance with agreed scope, quality, and timelines
• Oversees full compliance with Service Level Agreements (SLAs)
• Maintains consistency in service output across all projects and accounts
• Reduces errors, delays, and rework by enforcing quality standards throughout the delivery cycle

1. Operational Efficiency & Performance

• Optimizing how services are delivered to maximize efficiency, reduce waste, and enable scale.
• Optimizes service delivery processes to improve productivity and eliminate inefficiencies
• Ensures effective utilization of resources—people, tools, and time
• Monitors operational performance against defined KPIs and delivery benchmarks
• Drives continuous improvement to support scalable, sustainable, and cost-effective delivery

1. Team Leadership & Capability Development

• Building and sustaining a high-performing delivery organization.
• Leads and develops service delivery managers and operational teams toward high performance
• Oversees workforce planning, staffing, and capacity management
• Implements performance management, coaching, and development initiatives
• Builds team capability through structured training, skills development, and succession planning

1. Revenue Protection & Growth Enablement

• Ensuring delivery supports revenue retention and future business growth.
• Ensures service delivery supports client retention and business continuity
• Prevents client churn and minimizes revenue loss caused by delivery issues or service failures
• Supports upselling and cross-selling opportunities in close collaboration with sales teams
• Contributes to account growth through strong, consistent delivery performance

1. Cross-Functional Alignment & Stakeholder Management

• Ensuring seamless coordination between all business units to drive execution clarity.
• Ensures tight coordination between Sales, Technical, Finance, and Operations teams
• Facilitates smooth and structured transition from sales to service delivery
• Aligns internal stakeholders on delivery timelines, scope, and expectations
• Manages communication across business units to prevent silos and ensure unified execution

1. Risk Management & Governance

• Identifying and mitigating delivery risks before they escalate into business problems.
• Identifies, assesses, and mitigates risks affecting service delivery proactively
• Ensures compliance with organizational policies, contracts, and SLA obligations
• Manages service disruptions through structured escalation handling and issue resolution frameworks
• Maintains governance standards to ensure controlled, reliable, and auditable delivery operations

Qualifications/Requirements

QUALIFICATIONS:

• Bachelor’s degree in Business, IT, Operations, or related field
• 7+ years in service delivery, operations, or client services
• Proven experience managing multi-project or multi-account delivery
• Strong knowledge of SLAs, service operations, and client management
• Experience leading cross-functional teams (technical, ops, support)
• Skilled in driving efficiency, process improvements, and results
• Strong financial acumen (budgeting and cost control)
• Excellent stakeholder management and communication skills
• Experience in IT solutions or technology consulting is a plus
• ITIL, PMP, or similar certifications are an advantage

CORE COMPETENCIES:

• Client Relationship & Service Excellence Management
• Operational Leadership & Delivery Management
• Strategic Leadership & Team Development
• Cross-Functional Collaboration & Stakeholder Management
• Risk, Governance & Business Performance Management

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

HIRING ASAP!

Apply now