Senior IT Service Delivery Manager

About the role

Emapta is looking for a Senior IT Service Delivery Manager to lead its Global Managed Services Operations. You will be responsible for driving enterprise‑wide service excellence, aligning IT service delivery, infrastructure, and support functions across multiple regions.

Key responsibilities

• Lead and scale global IT service delivery teams, ensuring reliability and performance.
• Align and coordinate IT operations, infrastructure, and support across distributed sites.
• Manage vendor relationships, negotiate contracts, and oversee third‑party service delivery.
• Implement and continuously improve ITIL‑based processes and best practices.
• Oversee onsite support, service desk, IAM, and asset management functions.
• Drive project management initiatives to enhance operational maturity.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent.
• 15+ years of IT operations experience with a strong focus on onsite support, service desk, IAM, and asset management.
• At least 5 years in a managerial role overseeing regional or global teams.
• Proven ability to manage multi‑site or distributed operations.
• Strong impact orientation, resilience, and proactive problem‑solving.

Required skills

• Deep knowledge of the ITIL framework and best practices.
• Project management expertise (PMP or equivalent is a plus).
• Vendor management and contract negotiation skills.
• Experience with Identity Access Management (IAM) and asset management.
• Service desk and overall IT operations management.

What we offer

• Competitive salary package.
• Hybrid work arrangement with a prime office location in Makati.
• HMO coverage with free dependents upon regularization.
• Salary advance program (subject to bank assessment).
• Unlimited upskilling through Emapta Academy courses.
• Free 24/7 access to office gyms and a personal fitness trainer.
• Exclusive lifestyle perks, employee referral incentives, and 20 annual leaves.
• Mentorship, exposure to global leaders, and clear career growth pathways.