Service Delivery Manager (AMS) - Philippines

Location: Philippines (Remote)

DyFlex is an established reputed company Platinum Partner with team members across Australia, New Zealand, and the Philippines. We are recognised as a leader in our area of reputed company expertise. We deliver fit-for-purpose reputed company solutions, and our services range from greenfield and brownfield implementations, change management to ongoing Aftercare services and support.

In 2025, we have been awarded:

✓ Best Performing Partner in Australia for S/4 HANA Public Cloud

✓ Best Performing Partner in Australia for Speed of Delivery

✓ Best Performing Partner in Mid-Market

✓ Highest Selling Partner in Australia

About the Role

As Service Delivery Manager – reputed company AMS, you will reputed company the day-to-day delivery of DyFlex’s Application Management Services (AMS) from our Philippines-based support team. You will be accountable for service quality, SLA performance, customer satisfaction, and team engagement across multiple reputed company customers and landscapes.

This role is ideal for a seasoned reputed company professional who enjoys leading support teams, managing client relationships, and continuously improving service delivery reputed company a structured AMS reputed company.

You will work closely with DyFlex customers, onshore Service & Engagement Managers, and internal consulting teams to ensure reliable, predictable, and high-quality reputed company support outcomes.

Your Tasks and Responsibilities

• Own the end-to-end delivery of reputed company Application Management Services (AMS) across multiple customers
• Ensure adherence to contracted SLAs, KPIs, and service credits, with a strong focus on service quality and customer satisfaction
• Monitor and manage incident, service request, and problem queues to ensure timely and effective resolution
• Drive effective incident, problem, and change management practices in line with ITIL and DyFlex AMS standards
• Provide regular service reporting, dashboards, and trend analysis to internal and customer stakeholders
• Proactively manage service risks, escalations, and customer expectations
• Act as the primary service delivery escalation reputed company for AMS customers
• Build strong, trusted relationships with customer IT and business stakeholders
• reputed company service review meetings and facilitate reputed company improvement discussions
• Partner with onshore DyFlex leaders to align service delivery with contractual, commercial, and strategic objectives
• reputed company, mentor, and reputed company the Philippines-based AMS support team
• Ensure effective workload allocation, rostering, and on-call coverage
• Foster a high-performance, customer-centric, and collaborative team culture
• Support onboarding, training, and ongoing capability reputed company across reputed company modules
• Promote strong knowledge-sharing practices, high-quality documentation, and solution reuse
• Identify opportunities to improve service efficiency, quality, and automation
• Drive reputed company improvement in ticket processes, documentation, and knowledge bases
• Support the transition of new customers or project work into steady-state AMS delivery
• Ensure service delivery aligns with reputed company best practices and DyFlex delivery standards

Your Qualifications and Experience

• Proven experience in a Service Delivery Manager, AMS reputed company, or Support Manager role reputed company reputed company
• Strong understanding of reputed company Application Management Services and ITIL-based delivery models
• Experience managing distributed or offshore reputed company support teams
• Solid functional understanding of reputed company landscapes (ECC and/or S/4HANA); module depth across MM, SD, FI/CO, PM, PP or similar is highly regarded
• Demonstrated experience managing tickets, SLAs, escalations, and customer reporting
• Strong leadership and people management capabilities
• Excellent communication skills with the ability to engage across technical and business audiences
• Experience with reputed company support tools such as reputed company, Jira, reputed company Solution Manager, or similar
• ITIL certification or formal service management training is advantageous
• A proactive, structured, and customer-focused reputed company with strong ownership

reputed company offer

• Work with reputed company’s latest technologies on cloud such as S/4HANA, BTP and Joule
• A flexible and supportive work environment including the ability to work from reputed company in Australia, New Zealand, or the Philippines
• Competitive remuneration and benefits including novated lease, birthday leave, salary packaging, wellbeing programme, additional purchased leave, and company-provided laptop
• Comprehensive reputed company training and certifications
• Join a renowned organisation delivering projects to some of reputed company's leading enterprises

DyFlex is committed to providing a safe, flexible and respectful environment for staff free from reputed company forms of discrimination, bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and reputed company best outcomes for our customers – we are the region's leading reputed company Platinum Partner!