Messiel Rivera
Service Delivery Manager
Taytay,RIZ
Summary
IT Service Delivery Manager leading global client operations across a broad portfolio of accounts, driving multi-million dollar transformation initiatives, and steering high-performing, cross-functional delivery teams. Aligns service architecture, stakeholder management, and enterprise governance with business priorities while raising accountability across complex technology environments. Combines platform modernization, Agile leadership, and vendor oversight to improve service resilience and customer outcomes.
Overview
19
19
years of professional experience
Work History
Service Delivery Manager
Ascendion Digital
09.2022 - 06.2026
- Led Agile transformation across multiple delivery teams, increasing sprint velocity by 35% and reducing delivery bottlenecks through targeted coaching and Lean practices.
- Served as primary liaison for external vendors and technology partners, aligning solutions with enterprise needs and ensuring SLA compliance across service streams.
- Directed end-to-end planning and delivery of IT services for major clients in the airline and telecommunications sectors, supporting digital operations with 99.5% uptime.
- Established continuous improvement framework through audits and retrospectives, enhancing incident resolution speed by 20% within six months.
- Partnered with department heads to implement process change initiatives that improved inter-team collaboration and decreased project delays by 18%.
- Promoted culture of innovation by challenging legacy processes and introducing new ways of working, fostering improved service agility and team accountability.
Strategy & Change Manager
Globe Telecoms
01.2021 - 01.2022
- Designed and implemented enterprise-wide change management plans for strategic initiatives, supporting agile transformation across multiple business units.
- Conducted organizational readiness assessments and aligned change initiatives with long-term business objectives, achieving a 95% adoption rate within the first rollout phase.
- Collaborated with senior stakeholders and project managers to forecast resistance, build change narratives, and implement mitigation plans that enhanced user engagement.
- Facilitated leadership and employee training to drive successful implementation of new processes, systems, and cultural shifts.
- Produced strategic reports and dashboards to track change impact and ROI, supporting data-informed decision-making for future initiatives.
Service Management Manager
Accenture Inc
01.2015 - 12.2020
- Managed IT service delivery for global enterprise accounts, achieving consistent performance across incident, problem, asset, and change management per ITIL standards.
- Managed IT service delivery for global enterprise accounts, ensuring consistent performance across incident, problem, asset, and change management in line with ITIL standards.
- Supervised team of IT specialists and engineers, enhancing process maturity and performance through regular assessments and KPIs.
- Presented IT solution proposals to business partners, aligning service capability with organizational needs and enhancing client satisfaction scores.
- Presented IT solution proposals to business partners, aligning service capability with organizational needs to enhance client satisfaction.
- Location
Early Technical Roles
Seimens
06.2007 - 12.2014
- Managed IT engineering and analyst responsibilities at Siemens IT Solutions, Telus International, and Bodog Nation, developing expertise in system administration, technical support, and network operations to facilitate growth in IT service delivery and operations.
- goal-oriented with significant sense of ownership.
- Thrived in dynamic, fast-paced settings
- Displays expertise in both self-directed tasks and cooperative efforts in group environments.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Bachelor of Science - Information Technology
De La Salle University
Manila01-2005
Skills
ServiceNow
Microsoft SharePoint
Active Directory
Windows Server
Reporting Tools (Power BI, Excel Dashboards)
IT Service Management (ITSM)
SLA & KPI Management
Change & Incident Management
Root Cause Analysis & Problem Management
Knowledge Base & Asset Management Tools
Business Relationship Management
Digital & Technology Consulting
System Architecture & Solution Analysis
Vendor Technical Challenge & Due Diligence
Technology Evaluation & Trade-off Analysis
Situational Awareness & Adaptive Prioritization
IT Strategy Recalibration
Project & Program Coordination
Stakeholder Management
Service & Incident Management
Change & Adoption Management
Continuous Improvement
Executive Reporting & Communication
ITIL 4 certification
Change advisory board facilitation
Release management
Knowledge-centered service
Timeline
Service Delivery Manager
Ascendion Digital
09.2022 - 06.2026
Strategy & Change Manager
Globe Telecoms
01.2021 - 01.2022
Service Management Manager
Accenture Inc
01.2015 - 12.2020
Early Technical Roles
Seimens
06.2007 - 12.2014
Bachelor of Science - Information Technology
De La Salle University