Service Delivery Manager Incident Management

Required Travel :Minimal

Location: :[[reqLocation]]

Who are we?

Amdocs helps the world’s leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains –delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than forty years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit www.amdocs.com

At Amdocs, our mission is to empower our employees to Live Amazing, Do Amazing every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

Responsible and accountable for services to account operations including coordinated management of multiple projects/accounts sought at achieving strategic business and interpersonal objectives with high quality.

What will your job look like?

• Accountable & responsible for introducing account-centricity for running smooth operations around scope, time, cost, quality, change, communication, risk and crisis management, and integration.
• Support role and customer facing to update on issue happening day to day , incident management , problem management , problem solving with overall understanding of system Good Availability , proper planning , 24*7 support model
• Own the overall operations program scope and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when fundamental, set priorities, ensure optimization, and resolve disagreements to enhance effectiveness in reaching business results or strategic goals.
• Define projects/programs; assign managers to initiate and lead the performance of production operations; integrate and supervise multiple related projects.
• Secure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.
• Ensure effective and engaged program team by providing ongoing guidance and mentorship, to ensure attainment of full program objectives.
• Build credibility and relationships, and maintain communication with partners at multiple levels, including those external to the organization.
• Secure budget and timeline; resolve and coordinate the sharing of resources among the constituent projects/program to the overall benefit of the program.
• Lead and facilitate periodic status and risk discussions with program partners; evaluate and discuss program results and lessons learned throughout the program lifecycle.
• Run special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.
• Aim to resolve partner concerns with respect.
• Ensure that SLAs are met and results are provided on time with high quality and within budget; drive lessons learned and get wells.
• In control for organizational change, release management, version management, and deployment management type of activities.
  
  

All you need is...

• Bachelors/B.Sc. degree, or higher degree with proven track record
• Preferably 5+ years of optimal leading projects in the relevant domain with significant scope, part of a program.
• Experience and business knowledge in several key domains relevant to the account and program.
• Account management and project management experience is an added advantage.
• Experience in Incident Management , Problem Management working in a global, matrix environment.
• Excellent communication skills to interact with onshore customers.
• Willing to work on a Dayshift, Hybrid set up (3x per week) and in BGC, Taguig City.
• Local hiring only. Location: Manila, Philippines.
  
  

Why You Will Love This Job

Responsible & accountable for multiple related projects/accounts aimed at achieving strategic business and interpersonal objectives with high quality. These programs contain sophisticated activities that may span different functions, organizations, geographic regions, and cultures.

Ensure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.

Manage special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.

Lead to resolve customer partner concerns with respect to smooth operations.

We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

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