Service Delivery Manager 

Location: Taguig, Philippines

Work Setup: Onsite

Shift: Night Shift

Start Date: ASAP

Job Summary

We are seeking an experienced Service Delivery Manager to oversee client service delivery and operational performance within a Financial Services back-office environment.

The ideal candidate will have strong experience in operations management, SLA/KPI performance, client relationship management, service governance, people leadership, and process improvement.

Key Responsibilities

• Manage end-to-end service delivery and operational performance.
  
• Drive SLA/KPI achievement and customer satisfaction.
  
• Build strong relationships with clients and key stakeholders.
  
• Lead service reviews, governance meetings, and performance reporting.
  
• Identify and implement continuous improvement initiatives.
  
• Partner with operations and senior leadership to resolve issues and improve service quality.
  
• Ensure teams are prepared for process and service changes.
  
• Monitor overall account performance and support business growth.
  
• Maintain effective operational and financial performance reporting.

Qualifications

• 3+ years’ experience as an Operations Manager in Financial Services back-office operations.
  
• Strong knowledge of SLA/KPI management and operational governance.
  
• Experience managing clients, stakeholders, or business partners.
  
• Strong leadership, accountability, communication, and problem-solving skills.
  
• Proven process improvement experience.
  
• College graduate.
  
• Stable employment history preferred; job hoppers are not preferred.
  
• Must not be a current or former employee of CGI.

Ideal Candidate

Operations Manager | Service Delivery Manager | Financial Services Operations | Back Office Operations | Client Management | SLA/KPI Management | Operational Governance | Process Improvement

Qualified candidates are encouraged to apply.