Service Delivery Manager - Infra & Platforms (Philippines)

As a Service Delivery Manager, you will oversee maintenance and support services for the client’s Advanced Realtime Recommendation and Offer Workflows (ARROW) platform, ensuring that service‑level commitments and key performance indicators are consistently met. You will serve as the primary point of contact for the client, aligning stakeholders, resolving escalations, and driving continuous improvement.

What You’ll Do and How You’ll Succeed

• Manage service performance to meet or exceed SLA and KPI targets, identifying improvements and initiating remedial actions.
• Oversee incident and problem management, implementing root‑cause analysis and preventative measures to minimise recurrence.
• Collaborate with vendors and internal teams to coordinate changes, optimise processes, and deliver secure, reliable solutions.
• Develop and maintain Standard Operating Procedures (SOPs) and ensure compliance ...