Service Delivery Manager

WORK SETUP: 100% Onsite – Taguig

WORK SHIFT: Night Shift

Job Summary

The Service Delivery Manager is responsible for overseeing daily BPO operations, ensuring service quality, meeting performance targets, and maintaining strong client relationships. The role focuses on managing teams, monitoring SLAs and KPIs, improving operational efficiency, and driving continuous process improvements to achieve business objectives.


Key Responsibilities

Oversee daily BPO operations to ensure efficient service delivery


Monitor team performance against established SLAs, KPIs, and operational targets


Lead and develop supervisors, team leaders, and operational teams


Build and maintain positive relationships with clients and stakeholders


Conduct performance reviews, operational meetings, and regular reporting


Identify operational gaps and implement corrective action plans


Ensure compliance with company policies, procedures, and client requirements


Manage escalations and resolve operational issues promptly


Collaborate with cross-functional teams to improve service quality and productivity


Drive continuous improvement initiatives to enhance operational performance


Support workforce planning, employee development, and performance management


Ensure consistent achievement of customer satisfaction and business objectives


Non-Negotiable Requirements

Minimum 2 years' experience as Supervisor or Operations Manager or in an equivalent leadership role / with strong leadership skills – required


With BPO operations experience (example: blended accounts in sales, telco, retail) – required


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


Experience with clients, stakeholders, or business partner interactions – required


Strong people leadership, accountability, and process improvement mindset – required


College graduate; bachelor's degree – required


Amenable to working in Taguig City on a night shift schedule – 100% onsite – required


Why Join?

Leadership role in a dynamic BPO environment


100% onsite – Taguig City


Career growth in service delivery management


Collaborative and supportive team environment