We’re looking for a Service Delivery Manager to join our Global Technology team at MBPS. In this role, you will play a pivotal role in guiding our organization through the adoption of AI technologies and drive a culture of process improvement. This leadership position requires a strategic thinker with a proven track record in managing complex technology teams and driving transformative change.

Have the skills and experience for the job? Learn more about it below!

Position Responsibilities: 

• Lead multiple technology teams with a focus on facilitating team operations to ensure all deliverables are executed in accordance with service levels agreed with the Business Unit
• Effectively formulate tactical and strategic plans to meet and exceed Service Level Agreements.
• Deliver regular reporting on initiatives, program progress, and key areas of risk
• Effectively manage daily operations of the team assigned by coordinating efforts with peers onsite and offsite.
• Establish strong ITIL-based process governance across the teams managed.
• Build, mentor, and lead high-performing teams, fostering a culture of innovation and continuous improvement
• Provide coaching & guidance for technologists to increase engagement and drive productivity
• Execute on resource planning and support career development activities
• Responsible for Governance, Reports, and Continual Improvement.
• Act as a change agent, promoting the adoption of AI and new technologies within the organization.
• Amenable to work UP Ayala Technohub (Quezon City)
• Amenable to work on a hybrid set-up (3x a week onsite)
• Amenable to work in mid shift schedule (at times, flexibility required on business need)

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or any related course
• 7 or more years of technology related experience
• 3 years in IT people leadership & talent management
• Experience in any of the following technical skills:
  • Systems/Applications Delivery
  • Platform Services
  • Software or Data Engineering
• Adaptability to learn unfamiliar technologies on the go
• Excellent escalation handling, coaching, planning, organizing and performance management skills.
• Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher-level process and systems improvements
• Strong analytical & metrics management skills
• Strong communication skills - verbal, written & presentation; ability to adapt content to various audiences; communicates effectively at all organization levels.
• Proven interpersonal skills: ability to build relationships, engage and influence others, work with a diverse internal and international customer base

Preferred Qualifications:

• Effective English verbal and written communication skills. Should be able to adapt communication style to suit different audiences
• Able to translate complex technical problems into business terms
• Demonstrated project management & planning skills; balances strategic skills with tactical execution skills
• Work well independently as well as in team environment as situation dictates

When you join our team:

• We’ll empower you to learn and grow the career you want. 
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].