Service Delivery Manager – Omnichannel Service Desk

Gratitude Inc

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16 hours ago

Service Delivery Manager – Omnichannel Service Desk

3-5 Year(s)

₱ 90 - ₱ 110K p.m

Manila

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Job Description

Key Skills

profit and loss Operations Manager experience ITIL Certified Omnichannel service desk

64 candidate(s) have already applied for this Job. Apply now

Location: Taguig

Experience: 3+ Years as Operations Manager
Work Setup: Onsite
Shift: Night Shift
Headcount: 5

The Opportunity

Lead a multilingual Omnichannel Service Desk and take ownership of service delivery, client satisfaction, operational performance and financial results.

We’re looking for an experienced Service Desk leader who can drive SLA performance, strengthen client relationships and deliver measurable business improvements.

What You’ll Do

Lead end-to-end Omnichannel Service Desk operations.
Manage multilingual teams and drive SLA, quality and customer satisfaction.
Build strong relationships with key client stakeholders.
Own P&L and financial performance.
Monitor service performance, identify risks and drive improvement initiatives.
Lead service reviews, reporting and governance meetings.
Coordinate SMEs and cross-functional teams to resolve critical issues.
Partner with senior management on client growth and account strategy.
Ensure teams are prepared for operational and process changes.
Remove barriers impacting customer satisfaction and financial performance.

Must Have

Bachelor’s degree.
3+ years as an Operations Manager in an Omnichannel Service Desk environment.
Proven experience managing multilingual teams.
Strong P&L and financial management experience.
ITIL certification – mandatory.
Strong client, stakeholder and service-delivery management skills.

Interested? Share your updated CV highlighting your Service Desk leadership, multilingual team management, P&L ownership, ITIL certification and client-management experience.

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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