The role of the Service Delivery Manager is responsible for coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.


These Terms of Reference apply for the role of SDM. The role may be shared across engagements with similar project and skill requirements.


Non-Negotiables:



• College graduate

• At least 3 years’ experience as an Operations Manager in Financial Services BPO.

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

• Experience with client, stakeholder, or business partner interactions

• Strong people leadership, accountability, and process improvement mindset

• Not a job hopper





Job Responsibilities


. Build a good relationship with key client staff.

. Successful service delivery through SLA achievement and high CSAP/OSAP scores.

. Monitor end-to-end performance of services

. Communicate effectively around issues and opportunities.

. Collaborate with senior management on client account management and growth.

. Ensure operations teams are aware and prepared of changes.

. Build service reports and sponsor service delivery meetings.

. Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.

. Remove all obstacles to customer satisfaction and / or financial performance.

. Communicate across organizational boundaries from all levels.

. Look out for client's and CGI's long-term interests

. Run service improvements if service delivery is not meeting client expectations.

. Work with the client and operations teams to proactively identify service improvement activities.

. Be accountable for and contribute to the overall performance of the project delivery.

. Follow best practices as defined in the CPMF.

. Create and maintain the project's Financial Status Reporting with high quality.


Pre-screening notes:

• How many years of experience you have as an Operations Manager in a Financial Services BPO?

• Do you have exposure to SLA/KPI Management or operational governance?

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to work Onsite in Pasig with a Night Shift Schedules?

• When are you available to start once hired?