SERVICE DELIVERY MANAGER PH
WE'RE HIRING A SERVICE DELIVERY MANAGER (EMEA Region) – REMOTE
Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals.
Client Presence: 190+ countries
Team: 6,000+ Engineers
Clients: 200+ Enterprise Clients
We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together, we put our people first.
Start your journey with Excis and grow with us!
Location & Schedule
Location: Fully Remote (Must have reliable high-speed internet and suitable home office setup)
Shift: EMEA Business Hours – Must be willing to work during European daytime hours (aligning with GMT/BST/CET time zones)
What You'll Do:
Service Delivery Management: Ensure consistent delivery of IT services aligned with SLAs, KPIs, and business requirements
ITIL Process Management: Implement and manage ITIL-based processes including Incident, Problem, Change Management, Service Request Fulfilment, and Service Level Management, ensuring alignment with ITSM best practices.
ServiceNow Platform Management: Utilize ServiceNow for incident logging, tracking, resolution, problem management, change approvals, service catalogue, and generate reports and dashboards for operational performance.
Technical Oversight (Break/Fix & Microsoft OS): Provide oversight for break/fix support across desktops, laptops, servers, and infrastructure; support troubleshooting of Microsoft Windows desktop and Windows Server environments.
Client & Stakeholder Management: Act as primary contact for service escalations, conduct service review meetings, and ensure high customer satisfaction.
Incident & Problem Management: Lead major incident management, minimize downtime, and ensure root cause analysis with preventive actions.
Continuous Service Improvement: Identify opportunities to enhance service efficiency and reliability using ServiceNow analytics and reporting.
Reporting & Governance: Produce service performance and SLA compliance reports, track incident trends and operational metrics, and ensure adherence to governance, security, and compliance policies.
Requirements
What You Need:
- ITSM & ITIL Expertise: Strong knowledge of ITIL-based IT Service Management with ITIL certification preferred.
- ServiceNow Proficiency: Hands-on experience with the ServiceNow ITSM platform for managing service operations.
- Technical & Break/Fix Experience: Proven experience in break/fix support environments with technical background in Microsoft operating systems and infrastructure.
- Experience & Education: Bachelor’s degree in IT, Computer Science, or related field with 5–10 years of experience in IT service delivery, operations, or technical support.
- Leadership & Analytical Skills: Strong leadership, communication, stakeholder management, and problem-solving abilities.
Benefits
Why Join Excis?
Be part of a collaborative and innovative global team driving industry-leading IT solutions.
Work remotely from anywhere with reliable internet access.
Professional growth and continuous learning opportunities.
Competitive compensation (commensurate with experience and local market rates).
Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.