Sr Delivery Lead (Service Desk)

Role Overview: A senior operations leader responsible for end-to-end service delivery of large-scale service desk and IT support operations, ensuring client satisfaction, operational excellence, and financial performance . Key Responsibilities: Operations Management: Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards , while driving SLA/KPI performance and continuous improvement initiatives (Lean, Six Sigma, automation). Client Management: Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement to enhance service delivery. Financial Oversight: Own P&L, budgeting, forecasting , and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities . Leadership & Governance: Lead large-scale teams ( 300+ FTEs ) across multiple sites; ensure compliance, risk management, and governance standards are met. People Development: Manage performance, coach teams, drive talent development, retention, and succession planning , and foster a high-performance culture. Qualifications Bachelor’s degree (Master’s preferred) 8+ years IT service delivery experience , including 4+ years in senior leadership Strong ITIL, ServiceNow/Jira , and service management expertise Proven client management and commercial acumen Core Competencies Strategic + execution-focused Client-centric mindset Strong financial & analytical skills Excellent stakeholder management High ownership and problem-solving ability Quick Snapshot 📍 Location: Manila (multi-site flexibility) 👥 Scope: Large-scale IT/BPS operations (300+ FTEs) ⏱️ Work: Shift-based (including weekends/holidays)