Service Delivery Manager - Omnichannel Service Desk

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.

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. 

. 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?