Service Delivery Manager
Gratitude IncService Delivery Manager
Job Description
Key Skills
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Hiring: Service Delivery Manager
Location: Taguig, Philippines
Work Setup: Onsite
Shift: Night Shift
Salary: PHP 100,000–120,000/month
Headcount: 1
Job Summary
We are looking for an experienced Service Delivery Manager to manage service delivery for key clients and build strong, long-term client relationships. The role will act as a bridge between clients and operational teams, ensuring effective governance, SLA/KPI achievement, service improvement, and customer satisfaction.
Key Responsibilities
Manage end-to-end service delivery and ensure SLA/KPI achievement.
Build and maintain strong relationships with key clients and stakeholders.
Monitor service performance and drive operational governance.
Manage incidents, changes, escalations, and continual service improvement.
Prepare service reports and lead service delivery meetings.
Identify and implement process improvement initiatives.
Collaborate with senior management on account performance and growth.
Coordinate with SME and support teams to resolve operational issues.
Ensure teams are prepared for process and operational changes.
Drive customer satisfaction and financial performance.
Maintain project financial status reporting.
Ensure confidentiality and security of client and company information.
Non-Negotiable Requirements
Minimum 3 years of experience as an Operations Manager in Financial Services BPO/Back-office operations.
Experience in SLA/KPI management, account performance, and operational governance.
Strong client, stakeholder, and business partner management experience.
Strong people leadership, accountability, and process improvement skills.
College graduate.
Stable career history; candidates with frequent job changes may not be considered.
Current or former CGI employees are not eligible.
Must be willing to work onsite in Taguig and on night shifts.
Pre-Screening Questions
How many years of experience do you have as an Operations Manager in a Financial Services BPO?
Do you have experience with SLA/KPI management or operational governance?
What was your last drawn salary?
What is your expected salary?
Are you willing to work onsite in Taguig on a night shift?
When would you be available to start if selected?
Apply Here
Questionnaire Link: https://myglit.com/lateral/cref/df68ba1115
Note: Filling out the questionnaire form is mandatory. Only candidates who complete the form will be considered for further processing.
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?
- How would you handle an irate customer?
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