Service Delivery Manager - Omnichannel Service Desk

Service Delivery Manager – Omnichannel Service Desk

Location: Taguig, Philippines

Work Setup: Onsite

Shift: Night Shift

Lead Service Excellence. Drive Performance. Shape Client Success.

Are you an experienced Service Delivery or Operations Manager who thrives in a fast-paced, client-focused IT service environment?

We are looking for a Service Delivery Manager – Omnichannel Service Desk to lead service excellence, operational performance, financial outcomes, and client satisfaction across a dynamic omnichannel Service Desk environment.

This is an excellent opportunity for a results-driven leader who can confidently manage multilingual teams, client relationships, SLAs, service improvements, and P&L performance while partnering with senior stakeholders to drive sustainable account growth.

What You'll Be Responsible For

- Build and maintain strong relationships with key client stakeholders.

- Own end-to-end service delivery and ensure consistent achievement of agreed SLAs, quality, CSAT/OSAT and performance targets.

- Monitor operational, customer and financial performance and proactively address gaps.

- Manage and maintain P&L and financial performance, including accurate financial status reporting.

- Lead service improvement initiatives to enhance customer experience, operational efficiency and business outcomes.

- Identify potential risks, issues and opportunities and communicate them effectively across stakeholders.

- Partner with senior management on client account management, strategic initiatives and growth opportunities.

- Lead service delivery meetings and provide clear, accurate and actionable service reports.

- Coordinate additional resources, SMEs and cross-functional teams when required.

- Remove operational barriers affecting customer satisfaction, service quality or financial performance.

- Ensure operations teams are prepared for process, technology and organizational changes.

- Collaborate effectively across organizational levels and functions.

- Ensure project and local processes, quality standards and escalation procedures are consistently followed.

- Provide leadership and accountability for overall project and service delivery performance.

- Proactively identify opportunities for process optimization and continuous improvement.

- Support multiple clients and strategic requirements as needed.

Mandatory Qualifications:

- Bachelor's degree or equivalent college qualification.

- Minimum 3 years of experience as an Operations Manager within an omnichannel Service Desk environment.

- Demonstrated experience managing multilingual teams.

- Proven experience managing P&L, budgets and overall financial performance.

- ITIL certification is required.

- Strong background in service delivery, client management, SLA management and continuous improvement.

- Excellent communication, stakeholder management and problem-solving skills.

- Strong ability to work with senior leaders, clients and cross-functional teams.

- Demonstrated career stability with a strong track record of performance.

We're looking for someone who is:

Client-focused and commercially aware

Data-driven and financially accountable

Strong in operational leadership

Experienced in multilingual team management

Confident engaging senior stakeholders

Passionate about service excellence and continuous improvement

Able to manage competing priorities in a high-pressure environment

Why Consider This Opportunity?

This role offers the opportunity to take ownership of a high-impact service delivery function, influence client outcomes, lead diverse teams, and contribute directly to both operational excellence and financial performance.

If you have the ITIL certification, omnichannel Service Desk leadership experience, multilingual team management background and P&L ownership we're looking for, we'd love to hear from you.

Ready to take your service delivery career to the next level? Apply now.