Service Delivery Manager - Omnichannel Service Desk

*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