Service Delivery Manager in Mandaluyong, Rizal at Reivernet Group of Companies

About Reivernet

Reivernet has over 20 years’ experience focusing in managing complex networks. We currently support over 900 hotels across 35 countries and are proud to be endorsed by the five major global hotel brands.

Our customer base reflects our focus to truly align to the brands, not the supply chains or ownership clusters. We are subject matter experts in being able to articulate the value of brand standard benefits to owners, operators, IT clusters, guests and our competitors.

About the role

The Service Delivery Manager is primarily responsible for being the interface between our customers and the GNOC. Reporting to the General Manager – GNOC, this role provides leadership, coaching, and management to a team of network engineers, driving operational excellence, brand standards and service delivery outcomes.

Success in this role will be measured by consistent achievement of service delivery KPIs, including ticket response performance, service restoration outcomes, SLA compliance, ticket backlog management, aged ticket reduction, update quality, customer communication standards, and the overall quality and timeliness of incident and service request resolution.

What you'll do

People Leadership & Team Management

· Lead, coach, and manage a regional team of network engineers, fostering accountability, responsiveness, and ongoing professional development.

· Promote a culture of collaboration, continuous improvement, and high performance within the Service Delivery team.

· Encourage accurate documentation, ownership of ticket progression, and adherence to all relevant procedures and standards.

· Provide technical guidance and leadership during critical incidents or urgent service requests, including after-hours as needed.

· Hold engineers accountable for quality, timely communication, and execution of responsibilities.

Operational Excellence & Ticket Management

· Own the GNOC (Global Network Operations Centre) ticket management discipline, covering incidents, MACDs (Moves, Adds, Changes, Deletes), escalations, and operational issues.

· Ensure all tickets are triaged, assigned, updated, escalated, and resolved according to established processes and SLAs.

· Remain accountable for the overall health of the ticket queue, monitoring for aged tickets, overdue tasks, and SLA risks.

· Maintain high standards for ticket closure quality and documentation.

Technical Oversight & Service Delivery

· Oversee the configuration, maintenance, and support of networks in alignment with documented standards.

· Apply deep technical knowledge across diverse network topologies and enterprise platforms to solve issues and guide team efforts.

· Translate complex network issues into actionable plans, customer communications, and management reports.

· Drive the completion of technical configuration, network monitoring, and support activities to a consistently high standard.

Customer Focus & Communication

· Ensure professional, timely, and empathetic customer engagement, especially in high-pressure or business-critical scenarios.

· Oversee service delivery for customers needing immediate or high-impact assistance.

· Maintain a customer-centric mindset with a commitment to service excellence.

Escalation Management & Problem Solving

· Act as the primary point of escalation for technical and service-related issues beyond the team’s scope.

· Utilise advanced problem-solving skills for diagnosis and rapid issue resolution.

· Promptly escalate matters beyond individual or team expertise, ensuring issues are addressed within appropriate authority levels.

Process Adherence & Continuous Improvement

· Follow and enforce all operational processes and GNOC operating procedures, balancing compliance with urgency and efficiency.

· Identify and implement improvements to processes and service delivery through feedback and cross-team collaboration.

· Support operational readiness for a 24x7x365 customer environment, participating in incident response and after-hours activities as required.

Who you are

This role requires a passionate, self-motivated, flexible and service focused individual with a broad technical knowledge of active network equipment together with leadership experience. You need strong verbal and written English communication skills and be adept at following and crafting documented technical process.

You will be highly disciplined in operational follow-through, with a strong focus on ticket ownership, queue management, SLA performance, customer communication and holding teams accountable for timely and high-quality service outcomes. You must be comfortable to coach engineers, improve performance, and drive consistent service delivery standards.

As our operation supports business-critical data networks on a 24x7x365 basis, the role requires participation in management-level on-call escalation processes, including after-hours support, weekends, and public holidays when required to ensure service continuity and customer satisfaction.

Your Qualifications and Experience

· A minimum of 7 years of experience supporting and monitoring network systems and servers in an Enterprise, MSP, preferably in hospitality environment.

· Demonstrated experience managing ticket queues, SLA performance, escalation workflows, and service delivery KPIs in an MSP, NOC, GNOC, service desk, or network operations environment.

· Strong leadership experience with a demonstrated ability to manage, mentor, and develop high-performing technical teams.

· Degree level qualification in Engineering, Computer Science or relevant field.

· Previous experience in configuring and troubleshooting networks including wireless, routing, switching and security.

· Experience with major hardware manufacturers (e.g., Meraki, Cisco, HP/Aruba, Commscope/Ruckus, Fortinet, Quantum).

· Experience in configuring and troubleshooting layered services (IPTV, Casting, Phone systems, Building Management Systems).

· Core understanding of Linux fundamentals.

We understand that not everyone may meet every aspect listed in our job postings. If you are passionate about this role and believe you have the skills and drive to succeed, we encourage you to apply. We value diverse experiences and perspectives, and we are committed to building an inclusive and supportive workplace. Your unique background and talents could be just what we need to grow and innovate together.

Please note that you must have valid and permanent working rights in the Philippines to be considered. Applicants without appropriate working rights will not be considered.