Service Delivery Manager
Gratitude IncService Delivery Manager
Job Description
Key Skills
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Job Title: Service Delivery Manager
Category: Financial Services
Location: Pasig City
Work Setup: Onsite
Shift: Night Shift
Salary: PHP 90,000 – 100,000 per month
Headcount: 2
Job Summary
We are seeking an experienced Service Delivery Manager to oversee service delivery for key Financial Services clients. The successful candidate will act as the primary bridge between clients and operational teams, ensuring service excellence, customer satisfaction, operational governance, and continuous service improvement.
The Service Delivery Manager will be responsible for managing client relationships, monitoring service performance, driving SLA achievement, and ensuring operational and financial objectives are consistently met.
Key Responsibilities
Build and maintain strong relationships with key client stakeholders.
Ensure successful service delivery through SLA achievement and high customer satisfaction scores.
Monitor end-to-end service performance and operational effectiveness.
Communicate effectively regarding service issues, risks, and opportunities.
Collaborate with senior leadership on account management and business growth initiatives.
Ensure operational teams are informed and prepared for service changes.
Prepare service reports and lead service delivery review meetings.
Engage SMEs and additional resources when required to resolve issues or support opportunities.
Remove obstacles impacting customer satisfaction and financial performance.
Drive service improvement initiatives and operational excellence programs.
Partner with clients and internal teams to identify continuous improvement opportunities.
Contribute to overall project performance and delivery success.
Follow established delivery and governance frameworks.
Maintain accurate and high-quality financial status reporting.
Requirements
College Graduate.
Minimum 3 years of experience as an Operations Manager in a Financial Services BPO environment.
Strong exposure to SLA/KPI management, operational governance, and account performance management.
Experience working directly with clients, stakeholders, and business partners.
Strong leadership, people management, and accountability skills.
Process improvement and continuous improvement mindset.
Stable employment history (not a job hopper).
Important Notes
Current or former employees of CGI are not eligible to apply.
Candidates must be willing to work onsite in Pasig City.
Candidates must be willing to work night shifts.
Mandatory Questionnaire
Please complete the questionnaire before submitting your application:
Questionnaire Link: https://myglit.com/lateral/cref/84f06aced1
Note: Filling out this form is mandatory. Applications submitted without a completed questionnaire will not be considered for further processing.
Pre-Screening Questions
How many years of experience do you have as an Operations Manager in a Financial Services BPO?
Do you have exposure to SLA/KPI management and operational governance?
What is your current or last drawn salary?
What is your expected salary?
Are you willing to work onsite in Pasig City on a night shift schedule?
If selected, when would you be available to join?
Role
Operations Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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