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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service delivery management, client relationship building, and technical team coordination. Proficient in managing service escalations, improving client experiences, and ensuring adherence to support agreements.
Highest-signal resume keywords
Service Delivery ManagementClient Relationship ManagementTechnical Team CoordinationService Escalation ManagementIT Infrastructure Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Management ProcessesSupport ServicesService Delivery ReportingProblem-SolvingAnalytical Skills
Soft Skills
Excellent Communication SkillsOrganisational SkillsCollaborative ApproachAbility to Remain Calm Under Pressure
Tools & Technologies
ConnectWise
Industry Keywords
Managed ServicesIT OutsourcingProfessional ServicesClient-Facing IT RoleMultiple Business Clients
About the role
Key responsibilities & impact- Own service delivery across multiple clients
- Act as a key client contact for service issues and escalations
- Build client relationships and understand business needs and expectations
- Coordinate technical teams to address and resolve service issues
- Manage service escalations and keep stakeholders informed
- Monitor service delivery performance and identify client-experience improvements
- Review and report on support-service effectiveness with stakeholders
- Oversee adherence to client support agreements and manage service exceptions
- Ensure technical teams have clear, accurate and useful client documentation
- Coordinate major incident management activities and stakeholder communications
- Identify recurring issues, process gaps and service-delivery improvements
- Support continuous improvement across client environments and internal processes
- Maintain positive relationships among clients, technical teams and management
Requirements
What you’ll need- Proven experience in a Service Delivery Lead, Service Delivery Manager, Technical Account Management or similar client-facing IT role
- Experience supporting or managing service delivery across multiple business clients, ideally within an MSP environment
- Solid understanding of IT infrastructure, support services and modern workplace technologies
- Strong experience managing client escalations and coordinating technical teams
- Excellent written and verbal English communication skills
- Ability to communicate technical issues clearly to technical and non-technical stakeholders
- Strong problem-solving and analytical skills
- Experience managing service expectations, priorities and stakeholder relationships
- Good understanding of service management processes, support agreements and service delivery reporting
- Ability to remain calm under pressure and make sensible decisions when priorities change
- Strong organisational skills and confidence managing multiple client requirements
- Collaborative approach and willingness to consult, escalate and involve others
- Willingness to work in a hybrid arrangement, including attending the Ortigas or Alabang offices when required
- Experience with ConnectWise would be great, although it is not essential
- Previous experience in managed services, IT outsourcing or professional services highly regarded
Benefits
Comp & perks- Hybrid working arrangements, giving you flexibility to balance work and life
- 10 paid study days per year, with exam paid and pay rises for certifications (conditions apply)
- HMO from day one, including one dependent with dental cover
- Free access to Uprise, including 1:1 coaching with qualified psychologists or counsellors
- Day shift and weekends off
- 25 paid leave days annually
- ₱20,000 employee referral program
- Regular social events, End-of-FY celebrations and Christmas parties
- Loyalty bonuses
- Neurodiversity Statement and flexible options to best showcase skills