Service Delivery Manager - Omnichannel Service Desk
Gratitude IncService Delivery Manager - Omnichannel Service Desk
Job Description
Key Skills
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*Job Title: Service Delivery Manager - Omnichannel Service Desk*
*Category:* Business Consulting & IT Strategy
*Location:* Taguig City - Onsite
*Shift:* Night Shift
*Salary:* PHP 90,000 - PHP 110,000
*Headcount:* 1 Vacancy
*Position Overview:*
We are looking for an experienced Service Delivery Manager to lead our Omnichannel Service Desk operations. The role is responsible for building strong client relationships, ensuring SLA achievement, high CSAT/OSAT scores, and managing overall financial performance.
*Qualifications (Non-Negotiables):*
- Must be a college graduate with a Bachelor's degree
- Minimum 3 years of experience as an Operations Manager in an Omnichannel Service Desk environment
- Proven experience managing multilingual teams
- Proven experience in managing Profit & Loss (P&L) and financial performance
- ITIL certification is required
- Stable employment history (Not a job hopper)
- Must NOT be a present or former employee of CGI
*Key Responsibilities:*
- Build and maintain strong relationships with key client staff
- Ensure successful service delivery through SLA achievement and high CSAT/OSAT scores
- Monitor end-to-end performance of services
- Communicate effectively on issues and opportunities across all levels
- Collaborate with senior management on account management and growth
- Ensure operations teams are aware and prepared for changes
- Build service reports and lead service delivery meetings
- Pull in additional resources (SME teams) when needed
- Remove obstacles to customer satisfaction and financial performance
- Drive service improvement initiatives when delivery is not meeting expectations
- Be accountable for overall project delivery performance
- Follow best practices as defined in CPMF
- Create and maintain Financial Status Reporting with high quality
- Ensure quality standards, escalation procedures, and processes are followed
- Submit necessary service delivery reports and support multiple clients as needed
*Benefits:*
- Competitive Salary Package (PHP 90k - 110k)
- HMO and Other Benefits
- Career Growth in a Global Organization
Role
Account Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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