Service Delivery Manager – Financial Services BPO (Onsite | Taguig | Nightshift)

Role Overview:

We are seeking a Service Delivery Manager to coordinate service delivery for key Financial Services clients. You will act as the bridge between clients and operational delivery teams, ensuring governance across service management, incident and change management, and continual service improvement .


Key Responsibilities:


Build and maintain strong relationships with key client stakeholders.


Ensure successful service delivery through SLA achievement and high CSAP/OSAP scores.


Monitor end-to-end service performance and communicate effectively on issues and opportunities.


Collaborate with senior management on client account management and growth.


Ensure operations teams are prepared for changes and pull in additional resources as needed.


Remove obstacles to customer satisfaction and financial performance.


Drive service improvements and identify proactive improvement activities.


Manage project financials and create Financial Status Reports .


Follow best practices as defined in the CPMF (CGI Project Management Framework).


Qualifications:


College Graduate – required .


At least 3 years experience as an Operations Manager in Financial Services back-office operations – required .


Exposure to SLA/KPI management, account performance, and operational governance – required .


Experience with client, stakeholder, or business partner interactions – required .


Strong people leadership, accountability, and process improvement mindset.