Service Delivery Manager
Gratitude IncService Delivery Manager
Job Description
Key Skills
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Service Delivery Manager
Location: Taguig, Philippines
Work Setup: Onsite
Shift: Night Shift
Start Date: ASAP
Job Summary
We are seeking an experienced Service Delivery Manager to oversee client service delivery and operational performance within a Financial Services back-office environment.
The ideal candidate will have strong experience in operations management, SLA/KPI performance, client relationship management, service governance, people leadership, and process improvement.
Key Responsibilities
- Manage end-to-end service delivery and operational performance.
- Drive SLA/KPI achievement and customer satisfaction.
- Build strong relationships with clients and key stakeholders.
- Lead service reviews, governance meetings, and performance reporting.
- Identify and implement continuous improvement initiatives.
- Partner with operations and senior leadership to resolve issues and improve service quality.
- Ensure teams are prepared for process and service changes.
- Monitor overall account performance and support business growth.
- Maintain effective operational and financial performance reporting.
Qualifications
- 3+ years’ experience as an Operations Manager in Financial Services back-office operations.
- Strong knowledge of SLA/KPI management and operational governance.
- Experience managing clients, stakeholders, or business partners.
- Strong leadership, accountability, communication, and problem-solving skills.
- Proven process improvement experience.
- College graduate.
- Stable employment history preferred; job hoppers are not preferred.
- Must not be a current or former employee of CGI.
Ideal Candidate
Operations Manager | Service Delivery Manager | Financial Services Operations | Back Office Operations | Client Management | SLA/KPI Management | Operational Governance | Process Improvement
Qualified candidates are encouraged to apply.
Role
Operations Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
Banking / Financial Services
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