Mid-Level, Senior

Service Delivery Manager

Manila, Philippines · On-site

Service Delivery Manager

As a Service Delivery Manager, you will support the delivery of high-quality Digital Workplace and onsite IT services in the Philippines. You will act as a key connection between the local business, Digital Workplace organization, internal IT teams and external service providers, helping ensure that IT services effectively meet business and user needs.

The role combines stakeholder engagement, IT service delivery, provider governance and continuous improvement, with a strong focus on creating a positive technology experience for our employees.

DO SOMETHING THAT MOVES YOU

Act as a key IT contact for local business stakeholders, understanding business needs and translating them into appropriate IT services and requirements.
Build strong relationships with business leaders, end users, internal IT teams and service providers.
Support Digital Workplace services across areas such as end-user devices, workplace technologies, collaboration solutions and onsite user support.
Oversee local service delivery and work closely with third-party service providers to ensure agreed quality, performance and service expectations are achieved.
Monitor service performance, including relevant SLAs and KPIs, and coordinate corrective actions where required.
Manage and facilitate the resolution and escalation of service-related incidents, problems, requests and recurring issues.
Represent local business needs within the wider global and regional IT organization and ensure appropriate communication between stakeholders.
Identify opportunities to continuously improve service quality, user experience and operational efficiency.
Support the introduction and adoption of new Digital Workplace products and capabilities.
Contribute to service governance activities and ensure relevant company standards, policies and IT requirements are followed.
Provide input into provider performance, service agreements and service improvement discussions where required.
Work collaboratively across a global and matrixed IT organization to deliver effective solutions for local business needs.

WHO YOU ARE

University degree in Computer Science, Information Technology, Business Administration or a related discipline, or equivalent relevant experience.
Relevant experience in IT service delivery, Digital Workplace, end-user services, IT operations or a comparable IT environment.
Broad understanding of enterprise IT and workplace technologies, with the ability to engage across different technology areas.
Strong stakeholder management skills and a demonstrated ability to build effective relationships with business and IT stakeholders.
Experience working with external IT service providers, including service performance and issue management.
Good understanding of IT Service Management principles, service levels and performance measurement.
Strong communication, presentation, problem-solving and conflict-resolution skills.
Ability to translate business requirements into actionable IT needs.
Comfortable working within a complex, global and matrixed organization.
Strong intercultural awareness and ability to collaborate across countries, functions and teams.
Excellent command of English.

WHAT WE OFFER

At Bayer, we embrace diversity and inclusion and are committed to creating an environment where every employee can thrive. We encourage employees to bring their whole selves to work and contribute to meaningful innovations that improve lives.

YOU @ BAYER

We are committed to creating a culture where people can be their best, in an environment that values inclusion, diversity and flexibility. At Bayer everyone belongs, regardless of background, identity or experience.

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