Job Summary

The Service Delivery Manager (SDM) will be responsible for end-to-end delivery of IT Asset Management (ITAM) and Deskside Support services for ADB’s global IT operations. The role will ensure service excellence, SLA compliance, governance adherence, and continuous improvement across asset lifecycle management and onsite user support services.

The SDM will act as the primary interface between HCL and ADB stakeholders, ensuring alignment with contractual commitments and driving operational maturity.

Key Responsibilities

. Service Delivery & Operations Management

• Lead end-to-end delivery of ITAM and Deskside services, including:
  • Asset lifecycle management (procurement, deployment, tracking, reconciliation, disposal)
  • Onsite deskside support (installation, troubleshooting, migration support, user assistance)
• Ensure service delivery in line with SOW, SLAs, and ADB governance frameworks
• Oversee day-to-day operations across onsite Manila teams and field office support footprint

2. SLA, KPI & Governance Management

• Monitor and ensure compliance with agreed SLAs (e.g., request fulfilment timelines, asset turnaround)
• Drive weekly/monthly governance reviews with stakeholders
• Maintain dashboards on:
  • SLA adherence
  • Ticket volumes and resolution trends
  • Asset reconciliation status
• Ensure audit readiness and compliance with internal/external standards

3. ITAM Process & Controls

• Own ITAM governance covering:
  • Inventory validation and reconciliation with systems (e.g., ServiceNow / CMDB)
  • Joiners–Movers–Leavers lifecycle tracking
  • Stock management and warehouse controls
• Identify gaps in asset data integrity and implement corrective actions
• Drive improvement in reconciliation processes and reporting cadence

4. Deskside Support Leadership

• Manage L1–L3 deskside support teams for:
  • Incident resolution, break-fix, and user requests
  • Device provisioning and imaging support
  • Migration/upgrade initiatives execution
• Ensure high end-user satisfaction and service responsiveness
• Coordinate with multiple vendors/MSPs for seamless field support execution

5. Team & Vendor Management

• Lead a multi-tier team (ITAM + Deskside + Command Center resources)
• Manage staffing, rostering, performance, and skill development
• Coordinate with external MSPs within ADB ecosystem (e.g., ITSM / Knowledge vendors)
• Handle escalations and act as Level 3+ escalation authority

6. Stakeholder & Client Management

• Act as single point of contact for ADB stakeholders
• Present service performance, risks, and improvement plans to leadership
• Build strong relationships across ADB ITD/ITFS teams and vendor ecosystem

7. Continuous Improvement & Transformation

• Drive process standardization and ITIL-based improvements
• Implement automation and reporting enhancements
• Improve service maturity aligned to ADB expectations on governance and compliance

8. Risk, Escalation & Compliance

• Proactively identify operational risks (inventory gaps, SLA breaches, resource issues)
• Drive mitigation and resolution plans
• Ensure compliance with security, audit, and contractual requirements

Skill Requirements

Experience

• 10–15+ years in IT Service Delivery / Infrastructure Managed Services
• Minimum 5+ years managing ITAM and/or End User Computing / Deskside services
• Experience handling global enterprise clients (Banking/Multilateral preferred)

Technical & Domain Expertise

• Strong experience in:
  • IT Asset Management (HAM/SAM lifecycle)
  • Deskside support operations (L1–L3)
  • Tools like ServiceNow (Asset, CMDB)
• Knowledge of:
  • ITIL framework (mandatory)
  • SLA/KPI governance and reporting

Leadership & Functional Skills

• Strong stakeholder management and executive communication
• Proven experience managing large onsite teams
• Ability to manage multi-vendor environments
• Strong focus on governance, compliance, and audit readiness

Certifications (Preferred)

• ITIL v3/v4
• PMP / Prince2 (good to have)
• ServiceNow certifications (Asset / ITSM)

Key Success Metrics (KPIs)

• SLA compliance (>95%)
• Asset reconciliation accuracy
• User satisfaction (CSAT)
• Reduction in incidents/escalations
• Service improvement initiatives executed

Reporting Structure and Additional Context (ADB Environment)

• Reports to: Delivery Unit Leadership (ADB Engagement)
• Manages: ITAM Leads, Deskside Leads, Command Center teams

• Primary delivery site: Manila HQ with global field office support footprint
• Coverage includes hardware assets across multiple countries and user segments
• Multi-vendor operating model (ITAM + ITSM + Knowledge teams)

• Directly impacts client satisfaction and SLA adherence
• Key to stabilizing ITAM governance gaps and improving maturity
• Drives end-user experience across ADB’s global workforce

Other Requirements