Service Delivery Manager

Role Overview

• Work Setup: Onsite (Taguig)

• Work Schedule: Night Shift

• Salary Range: PHP 100,000 – PHP 120,000

• Headcount: 1

Job Summary

The Service Delivery Manager (SDM) coordinates end-to-end service delivery for key enterprise clients. Serving as the vital link between operational delivery teams and client stakeholders, the SDM establishes strong, long-term relationships while ensuring robust operational governance.

Key responsibilities include service management, incident and change management, continuous service improvement, and customer satisfaction—all while safeguarding project financial margins.

Non-Negotiable Requirements

• Experience: Minimum 3 years of experience as an Operations Manager in Financial Services back-office operations.

• Governance: Proven exposure to SLA/KPI management, account performance tracking, and operational governance.

• Stakeholder Management: Demonstrated experience working directly with clients, enterprise stakeholders, or business partners.

• Leadership & Mindset: Strong people leadership, accountability, and a continuous process-improvement mindset.

• Education: Bachelor's degree / College graduate.

• Stability: Stable tenure history (no frequent job-hopping).

• Exclusion: Must not be a current or former employee of CGI.

Key Responsibilities

Client & Stakeholder Management

• Build and nurture strong working relationships with key client leadership and stakeholders.

• Act as the primary liaison between internal operations and client teams.

• Ensure clear, proactive communication regarding service updates, challenges, and growth opportunities.

Service & Operational Delivery

• Monitor end-to-end service delivery performance to consistently meet or exceed SLA targets and high CSAT/OSAT scores.

• Lead operational governance across service, incident, and change management workflows.

• Create and maintain comprehensive service reports and lead regular service delivery review meetings.

• Engage subject matter experts (SMEs) and additional resource groups as needed to resolve issues or capitalize on opportunities.

Continual Service Improvement (CSI) & Financials

• Proactively identify and execute service improvement initiatives in collaboration with client and operations teams.

• Maintain strict financial oversight, creating high-quality Financial Status Reports while protecting project margins.

• Adhere to corporate best practices as defined in the Client Project Management Framework (CPMF).

Confidentiality & Security

• Ensure full compliance with data security and confidentiality protocols, maintaining proper physical and electronic safeguards for sensitive client and organizational data.

Candidate Pre-Screening Questionnaire

1. Relevant Experience: How many years of experience do you have as an Operations Manager in Financial Services BPO back-office operations?

2. Governance Exposure: Do you have hands-on experience managing SLAs/KPIs, account performance, and operational governance?

3. Current Compensation: What is your current/last drawn monthly salary?

4. Salary Expectations: What is your expected monthly salary?

5. Work Setup Flexibility: Are you comfortable working onsite in Taguig on a permanent night shift schedule?

6. Availability: What is your notice period or earliest available start date?