Service Delivery Manager

We’re looking for a Service Delivery Manager to lead our growing service delivery team.

If you’re great at managing people, keeping projects on track, and making sure customers get an amazing experience this role is for you.

We’re seeking a visionary Service Delivery Manager to join our Executive Team and own the end-to-end delivery of IT services for our customers.

itGenius is a global, remote-first Google Workspace Partner dedicated to “helping small businesses play a bigger game.” We provide high-level IT support and strategic consulting to thousands of businesses globally. We are a distributed team of 40+ professionals across Australia, the Philippines, and Europe.

Join our team of A-players—if you’re one too, apply now!

⭐ Why You’ll Love Working With Us

We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here’s what you’ll get:

💼 Competitive Compensation & Bonuses

• December Bonus 
• Performance Incentive Bonus 
• Regular Annual Salary Increases as you grow with us

🏖️ Time Off That Matters

• Paid Leaves after regularization 
• Paid National/Local Holidays 

🌍 Work & Life Experiences You’ll Remember

• Annual Team Conferences & Events – Travel, food and accommodations on us!

🚀 Investing in Your Growth

• Budget for Training & Development
• Career Growth Pathways

💻 Support to Help You Thrive

• HMO Allowance – Your health is our priority
• Government-Mandated Benefits – SSS, PAGIBIG, PhilHealth

Job Overview:

The Service Delivery Manager is the senior operational leader accountable for the end-to-end Service Delivery System – delivery, quality, and profitability – of itGenius’s client facing Managed Services IT. 

The role owns service excellence across all aspects of customer service delivery including helpdesk, technical delivery, project management and any other team that delivers customer facing value. 

It requires an executive who demonstrates extreme ownership, resourcefulness, initiative and proactivity – spotting service gaps, risks and system improvements then taking action on them within delegated authority.  

Core Accountabilities:

The Service Delivery Manager is held accountable for the following specific, measurable accountabilities, delegated from the CEO’s Exceptional Customer Value and Organizational Effectiveness accountabilities:

• Exceptional Service Delivery and Customer Satisfaction: Ensure the consistent delivery of high-quality, responsive IT services that result in outstanding customer value, satisfaction, loyalty, and advocacy.
• Operational Efficiency and Scalability of Service: Optimize service delivery processes, systems, and team structures to achieve maximum operational efficiency and enable scalable growth across all service offerings.
• Service Innovation and AI Integration: Drive the strategic integration of AI and automation into service delivery workflows to enhance productivity, reduce errors, and improve the customer experience.
• Service Team Performance and Development: Build, lead, and develop a high-performing global service delivery team that consistently meets performance targets and embodies the company’s values.

Key Responsibilities:

1. Ownership of Service Delivery
Hold end-to-end accountability for the performance of service delivery across all functions: Service Desk, Escalations, MSP, and Projects.
Continuously improve, drive initiatives and self-source tasks from customer data, tickets, trends, and team behaviour. Do not operate as a task-taker – you are a task maker.
Take extreme ownership. It’s its customer facing, its your problem. Own the outcome and coordinate the fix.
Be the senior point of escalation for any service issue that risks client churn, SLA breach, or reputation damage, and close the loop personally.
Attend and actively contribute to the leaders standups, retrospectives and executive meetings. Present findings & insights, not status updates.
Own a quarterly systems improvement programme to constantly drive service excellence.

2. QA, Proactive Risk Management and Client Retention
Own the relationship between CSAT, NPS, FCR, SLA adherence, and client retention.
Run an independent quality assurance function across all aspects of customer service. Right people, right process, right tools, clear reporting.
Proactively address customer churn risk through regular spot checks, ‘walking the floor’ and searching for ‘smoke’ – finding risks before them become issues – harnessing our advanced tech platforms and AI tools to give you a deep level of insight while connecting with the humans to get the real story.
Take personal accountability for top accounts. Build relationships and keep your eye on them.
Build a direct, unmediated sense of the customer journey so you can pin point where problem might occur and work to solve them.
Prioritise customer relationships but never loose sight of the data. Stay in constant touch with shifts in customer satisfaction, sentiment, ticket volumes and team capacity.
Conduct and document monthly service reviews & executive level reporting.

3. Escalations and Critical Incident Management
Own the Escalations system end to end. No escalation left behind, stale checks run weekly, and responses coordinated across Service Desk, Projects, and MSP.
Own critical incidents, such as major customer complaints or churn events. See them through to conclusion, ensuring the learnings, performance notes & systems level improvements are discovered and actioned.
Ensure every escalation is reviewed after resolution for systemic improvement, not just closed.
Ensure clean, completed data on customer complaints for analysis. Data driven decision making to identify systems gaps & improvements.

4. System Fluency and Operational Discipline
Fervently adopt, own & promote use of our technology stack, including use of AI, operational system of record & ticketing platforms.
Hold the team accountable to tool use & excellent data integrity.
Keep your queues clean – inbox zero policy.
Establish automation (workflow and AI) where there’s a demonstrable ROI. Don’t exclude humans from the loop. We are AI first, but humans have the final say.
Own continuous improvement of internal process documentation, SOPs, and knowledge base entries.

5. Team Leadership and Collaboration
Lead, mentor, and develop Team Leaders across Service Desk, Escalations, and MSP. Build above-the-line behaviour, clear agreements, and collaborative problem-solving.
Cover the full span of service functions. Do not over-index on any single team.
Work with the Head of People, Culture and Operations to run structured performance conversations, including private feedback where required.
Partner with the Head of Growth to ensure seamless onboarding, service activation, and ongoing customer lifecycle value.
Partner with Finance to ensure service profitability and accurate billing tied to service delivery data.
Partner with the Head of People, Culture and Operations on staffing stability, role clarity, and team development.
Surface strategic insights, customer feedback themes, and service trend data to the Executive team with recommendations, not just observations.

Required Qualifications:

Executive Leadership and Operations

• 5+ years in a senior service delivery, operations, or Managed Services leadership role with direct accountability for client retention and service KPIs.
• Minimum 3+ years in Managed Services Provider (MSP) leadership or service delivery management, preferably with a recognised service framework such as ITIL.
• Proven track record of owning end-to-end service delivery at executive level, including multi-pod or multi-function oversight.
• Demonstrated experience designing and scaling service delivery processes in a remote-first or globally distributed team.
• Experience running quality assurance and spot-check programs, not just reporting dashboards.
• Hands-on system fluency with work management platform, ticketing systems such and documentation tools.
• Experience integrating AI and automation into support workflows is strongly preferred.
• Experience supporting small business clients (1 to 30 employees) preferred.
• Project Management: Demonstrated success managing multiple IT projects and service improvement initiatives. PMP certification preferred.

Technical Expertise

• Bachelor’s degree in IT, Computer Science, or related field.
• 10+ years in IT service delivery or technical support.
• Advanced certifications highly regarded: Microsoft Certified Azure Administrator or Engineer, Google Workspace Administrator, CCNP, or CompTIA Security+.
• Solid understanding of compliance frameworks, IT security practices, and incident response processes.
• Demonstrated success in resolving complex, escalated technical issues across diverse environments with minimal supervision.
• Strong diagnostic, root cause analysis, and performance tuning skills to ensure reliability and scalability of IT systems.
• Hands-on experience with cloud platforms and services (Google Workspace, Microsoft 365, Azure, AWS), including migrations, hybrid integrations, and identity management are nice to have but not required.

Delegated Authority to Spend

• Annually budgeted spend for service delivery tools, training, and team incentives.
• All other expenses require CEO approval.

 

Work Schedule

• Full-time, 8-hour shift, Monday to Friday, weekends off.
• Shift timing aligned to Australian business hours where client coverage requires.
• Public holiday observance per the candidate’s country of engagement (Philippines, South Africa, or Malaysia)

You’ll thrive here if you’re interested in:

• The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
• Supporting small business growth (1–30 employees)
• Applying technology to improve productivity and collaboration