Lead Service Delivery Manager

Job description

Role: Your key responsibilities are:Leadership & Delivery ManagementLead and manage a cross-border team of Service Delivery Managers to execute all operational and contractual obligations for assigned customers.Define, plan, track, and manage project deliverables and service targets to ensure successful outcomes.Oversee and balance multiple concurrent projects in a global scaled agile, fast paced and international environmentCustomer & Stakeholder EngagementServe as the primary operational POC for customers at both strategic and operational levels.Manage customer expectations and maintain strong relationships with senior‑level stakeholders.Service Quality & Process ImprovementMonitor and evaluate service delivery performance and identify opportunities to optimize services and processes, driving continuous improvement initiatives.Financial & Resource ManagementOversee resource planning, cost monitoring, and project P&L to ensure financial success.Manage vendor relationships Requirements: Minimum 10 years of experience in service delivery, operations management, or IT project management, with at least 5 years in a leadership role.Preferably with previous experience in global IT company such as global IT service provider/IT outsourcing/IT consulting or global IT product / service maintenance company, etc.Familiarity with ITIL or other service management frameworks.Excellent organizational skills and attention to detailsAmenable to travel (depending on business needs)Strong influencing and communication in English, both verbal and written, to engage both internal and external stakeholders at all levelsAmenable to work night shift (match the US CST timezone)Ok to work onsite/in the office - North Tower 1, SM North EDSA Benefits: Buddy programHealth/ Medical insuranceInternal career development programMobile workingOnboarding program Be part of Us:Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company. We are seeking an experienced and highly driven Lead Service Delivery Manager to lead a team in delivering world‑class IT services across global customers. This role is ideal for a strong people leader with deep expertise in IT service delivery, managed services, and customer engagement at senior levels.