Service Delivery Manager

Job title: Service Delivery Manager

Job ID: J0926-0543

Category: Leadership

Salary: Confidential

Work setup: 100% Onsite in Taguig

Work shift: Night Shift

Headcount: 1

Job Summary:

The Service Delivery Manager is responsible for overseeing daily BPO operations, ensuring service quality, meeting performance targets, and maintaining strong client relationships. The role focuses on managing teams, monitoring SLAs and KPIs, improving operational efficiency, and driving continuous process improvements to achieve business objectives.

Non-Negotiables:

• Minimum 2 years’ experience as Supervisor or Operations Manager or in an equivalent leadership role/ with strong leadership skills.

• With BPO operations experience (example: blended accounts in sales, telco, retail)

• Exposure to SLA/KPI management, account performance, and operational governance

• Experience with clients, stakeholders, or business partner interactions.

• Strong people leadership, accountability, and process improvement mindset.

• College graduate; bachelor’s degree.

• Amenable to working in Taguig City on a night shift schedule - 100% onsite.

Job Responsibilities

- Oversee daily BPO operations to ensure efficient service delivery.

- Monitor team performance against established SLAs, KPIs, and operational targets.

- Lead and develop supervisors, team leaders, and operational teams.

- Build and maintain positive relationships with clients and stakeholders.

- Conduct performance reviews, operational meetings, and regular reporting.

- Identify operational gaps and implement corrective action plans.

- Ensure compliance with company policies, procedures, and client requirements.

- Manage escalations and resolve operational issues promptly.

- Collaborate with cross-functional teams to improve service quality and productivity.

- Drive continuous improvement initiatives to enhance operational performance.

- Support workforce planning, employee development, and performance management.

- Ensure consistent achievement of customer satisfaction and business objectives.

Pre-Screening Notes:

- How many years of experience do you have as a Supervisor, Operations Manager, or equivalent leadership role?

- How many years of experience do you have managing BPO operations? What types of accounts have you handled (sales, telco, retail, or blended)?

- How much is your current or last drawn salary?

- How much is your expected salary?

- Are you amenable to working 100% onsite in Taguig City on a night-shift schedule?

- When are you available to start once hired?