Service Delivery Manager Omni channel Service Dedk

Job title: Service Delivery Manager - Omnichannel Service Desk 
Job Category: Business Consulting & IT Strategy
Work setup: Onsite in Taguig
Work shift: Night shift
Salary: PHP 90,000 - 110,000
Headcount: 1

Non-negotiables: 
• Candidate must be a college graduate with a Bachelor’s degree.
• Minimum of 3 years of experience as an Operations Manager within an omnichannel Service Desk environment, with proven experience managing multilingual teams.
• Proven experience in managing Profit & Loss (P&L) and overall financial performance.
• ITIL certification is required.
• Not a job hopper


Position Description:

. Build a good relationship with key client staff. 
. Successful service delivery through SLA achievement and high CSAP/OSAP scores. 
. Monitor end to end performance of services 
. Communicate effectively around issues and opportunities. 
. Collaborate with senior management on client account management and growth. 
. Ensure operations teams are aware and prepared of changes. 
. Build service reports and sponsor service delivery meetings. 
. Pull in additional resources when needed such as SME teams or people for specific issues / opportunities. 
. Remove all obstacles to customer satisfaction and / or financial performance. 
. Communicate across organizational boundaries from all levels. 
. Looking out for client's and CGI's long term interests 
. Run service improvements if service delivery is not meeting client expectations. 
. Work with the client and operations teams to proactively identify service improvement activities. 
. Be accountable for and contribute to the overall performance of the project delivery. 
. Follow best practices as defined in the CPMF. 
. Create and maintain the project's Financial Status Reporting with high quality. 
Other responsibilities include: 
. Work in partnership with local management, colleagues and clients at all levels to ensure requests are 
resolved to the satisfaction of the customer. 
. Follow agreed escalation procedures. 
. Support requirements assigned by the Director or above 
. Advise people manager of planned/unplanned leaves as below: 
Vacation leave – at least 14 days in advance of planned leave date 
Sick leave at least two (3) hours prior to the start of the shift. A member, when using sick 
leave, must notify his manager (or next higher ranked manager) via a phone call to the 
manager's direct office line or mobile phone within the prescribed lead time. 
Notification process during critical days should be followed.    
. Maintain quality standards in accordance with agreed metrics. 
. Ensure that all quality deficiencies are corrected in a timely manner for activities in your function. 
. To submit necessary service delivery reports. 
. Provide support to multiple Clients as necessary 
. Ensure feedback is given to member or relevant people manager if potential issues are detected. 
. Ensure feedback is given to member or relevant people manager if process improvement measures 
can be implemented. 
. Ensure initiation of or attendance at planned meetings. 
. Ensure project and local team processes are implemented and followed.  

Pre-screening notes:
• How many years of experience do you have as an Operations Manager?
• How many years of experience do you have managing an Omnichannel Service Desk?
• Describe your experience managing multilingual Service Desk teams?
• Do you have experience managing Profit & Loss (P&L)?
• Are you ITIL-certified?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to working onsite setup in Taguig with a night-shift schedule?
• When are you available to start once hired?