Hi

Role: Delivery Head

Work Location: Manila, Philippines

Contarct

Job Summary:

A highly experienced and results-oriented Delivery Head to lead the delivery and operations of IT infrastructure services for our large BFSI customer in the Philippines. This strategic leadership role will be responsible for ensuring the seamless, efficient, and high-quality delivery of all IT infrastructure services, meeting and exceeding client expectations, and driving operational excellence. The ideal candidate will possess a strong background in IT infrastructure management, proven experience in leading global delivery teams, a deep understanding of service delivery frameworks (e.g., ITIL), and experience working with BFSI clients, ideally with some exposure to the Philippines market.

Responsibilities:

• Delivery Leadership:
• Provide strategic and operational leadership for the global delivery of IT infrastructure services to the BFSI client in the Philippines.
• Oversee teams located in India, Malaysia and potentially on-site in the Philippines.
• Ensure consistent and high-quality service delivery across all geographies.
• Establish and maintain effective communication and collaboration across global teams.
• Client Relationship Management:
• Serve as the primary point of contact for the BFSI client's operational leadership regarding IT infrastructure service delivery.
• Build and maintain strong, collaborative relationships with key client stakeholders.
• Understand the client's operational needs, challenges, and priorities.
• Proactively address client concerns and ensure high levels of client satisfaction.
• Service Delivery Excellence:
• Ensure adherence to agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Drive continuous improvement in service delivery processes, leveraging ITIL best practices.
• Implement and monitor performance metrics to track service quality and efficiency.
• Identify and implement automation and optimization initiatives to enhance service delivery.
• Operational Management:
• Oversee the day-to-day operations of the IT infrastructure services, ensuring stability, reliability, and performance.
• Manage incident, problem, change, and request fulfillment processes effectively.
• Ensure robust monitoring and alerting systems are in place.
• Drive proactive problem management to prevent service disruptions.
• Financial Management and Budget Control:
• Manage the budget for the global delivery and operations of the IT infrastructure services.
• Ensure cost-effectiveness and efficient resource utilization.
• Provide regular financial reports and analysis.
• Team Leadership and Development:
• Lead, mentor, and develop global delivery teams, fostering a high-performance culture.
• Set clear objectives, provide guidance, and support the professional growth of team members across different locations.
• Ensure effective collaboration and knowledge sharing across teams.
• Risk and Compliance Management (BFSI Focus - Philippines):
• Ensure that all service delivery and operations adhere to relevant regulatory and compliance requirements for the BFSI sector in the Philippines.
• Work closely with security and compliance teams to implement and maintain necessary controls.
• Transition and Transformation Management:
• Lead and manage the transition of new services or changes into the operational environment.
• Drive transformation initiatives to modernize the client's IT infrastructure and improve service delivery.
• Reporting and Communication:
• Provide regular and comprehensive reports on service performance, operational status, and key initiatives to both the client and internal stakeholders.
• Communicate effectively across different levels and cultures.

Qualifications:

• 15+ years of progressive experience in IT infrastructure management and service delivery, with significant experience in leading global teams.
• Proven track record of successfully managing IT infrastructure operations for large enterprise clients, preferably within the BFSI sector.
• Strong understanding of ITIL framework and experience in implementing and managing service management processes in a global delivery model.
• Experience working with clients in the Philippines or a strong understanding of the cultural and business nuances of the region.
• Excellent client management and relationship-building skills, with the ability to interact effectively with operational leadership.
• Strong leadership, communication (written and verbal), and interpersonal skills, with experience managing geographically dispersed teams.
• Proven ability to drive operational excellence and continuous improvement.
• Strong financial management and budgeting skills.
• Experience in managing and working with diverse technical teams across different infrastructure domains.
• Familiarity with relevant regulatory and compliance requirements for the BFSI sector (general knowledge of Philippines regulations is a plus).

Regards

James

Lead APAC Recruiter | Amsptek LLC

Email: [email protected]

Please refer to job description.