Service Delivery Manager

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Manila, Philippines

Managed Support

Globant’s Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. The goal is to meet the demands of tomorrow's customers, leveraging long-standing expertise with large and complex commerce transformations in both B2B,  B2C and D2C domains.

As an award-winning partner of enterprise-class platforms: Salesforce Commerce Cloud, Adobe Magento Commerce, and other API first, Headless Commerce surround solutions, we help clients create a competitive advantage with commerce at its core. 

Our mission is to empower companies to succeed and thrive in the ever-changing digital landscape by building best-in-class future-ready digital commerce solutions globally.


  • Monitor and optimize service delivery performance: Track key metrics, identify areas for improvement, and implement initiatives to drive service quality and efficiency.
  • Own critical incidents: Take ownership of complex issues, coordinate resolution efforts, and ensure effective communication with stakeholders throughout the process.
  • Develop deep understanding of service delivery: Analyze projects and processes to gain insights into scope, challenges, and potential optimization opportunities.
  • Lead service improvement initiatives: Design and implement strategies to enhance service delivery, including automation, runbook creation, and L3 collaboration.
  • Optimize the L2 support team: Implement a shared services model through cross-skilling and training, leading to cost savings and improved resource utilization.
  • Foster continuous improvement: Analyze internal and external processes to identify and implement strategies for service delivery optimization.
  • Drive accountability and ownership: Ensure the L2 support team meets service level agreements (SLAs) and customer expectations, proactively driving future demand.
  • Collaborate with stakeholders: Maintain effective communication and collaboration with internal teams (L3 support, network, development) and external vendors.


  • Must possess a robust background in service delivery or operations management
  • has successfully contributed to the establishment of a managed services team for an international company.
  • Proven track record of successfully optimizing service delivery processes.
  • Strong understanding of IT service management frameworks (ITIL, ITSM).
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proven ability to lead and motivate a team.
  • Strong communication and interpersonal skills.
  • Experience with cross-skilling and training teams.
  • Experience with automation tools and runbook creation a plus.


✔Multiple learning opportunities and Professional Certification Programs

✔Working as a part of a Global team in a Multicultural Environment

✔Gifted Birthday Leave

✔Rewarding Compensation Package

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What Our Team Says

We're able to build long-term trusted partnerships with our clients, because we build long-term trusted relationships with our team members.

Daniel Day | eWave