Location: Pasig City

Category: Leadership and Management Roles

Work Set-up: 100% RTPO (Onsite)

⏰ Work Schedule: Night Shift / North America Shift / Graveyard Shift / Shifting Schedule

Role Overview:

The Service Delivery Manager (SDM) ensures seamless operations and support for the clients by effectively planning, monitoring, and delivering services aligned with client agreements. The SDM is a critical leader, focusing on enhancing service quality, improving customer/member satisfaction, managing escalations, and optimizing cost efficiencies while prioritizing the interests of CGI’s Members, Clients, and Shareholders.

Key Responsibilities:

1. Service Operations and Delivery:

    Oversee the delivery of services as outlined in client contracts, including Inter-BU Agreements, Operational Frameworks, and SLAs.

    Ensure that services meet the highest standards of stability, security, and responsiveness.

    Coordinate with cross-functional teams to achieve seamless service delivery.

2. Service Improvement and Innovation:

    Analyze current service processes and identify areas for improvement.

    Develop and implement recommendations for optimizing service performance and client satisfaction.

    Innovate solutions to streamline operations and improve service delivery efficiency.

3. Escalation Management:

    Address escalations promptly and effectively to ensure minimal service disruptions.

    Develop preventive strategies to mitigate risks and avoid potential escalations.

    Act as the primary point of contact for critical client issues, ensuring swift resolution.

4. Quality Assurance and Compliance:

    Regularly review service performance metrics and identify trends for improvement.

    Ensure compliance with client contracts, regulatory requirements, and industry standards.

    Monitor team adherence to internal policies and procedures to uphold service quality.

5. Stakeholder and Team Management:

    Manage relationships with clients, ensuring clear communication and alignment of expectations.

    Lead and mentor a team of 15+ members, fostering a collaborative and high-performance culture.

    Facilitate stakeholder communication, providing updates and addressing concerns proactively.

6. Reporting and Documentation:

    Prepare detailed reports on service performance, key metrics, and improvement plans.

    Maintain accurate documentation of processes, client interactions, and escalations.

    Present service delivery updates to stakeholders and senior management regularly.

Qualifications:

Education and Experience:

    Female applicants are prioritized.

    Minimum of 5 years managing teams of at least 15 members.

    At least 2 years of experience in any of the following roles:

        Operations Lead / Deputy Operations Lead

        Quality Assurance Specialist

        Subject Matter Expert

        Service Delivery Manager in a similar capacity

    Preferred experience working with multilingual teams and Nordic Service Desks.

Knowledge and Skills:

    Proven experience with Service Desk projects is required.

    ITIL Foundation Certification is a must.

    Expertise in client, stakeholder, and team management.

    Strong communication, analytical thinking, and presentation skills.

    Proficiency in project management tools and methodologies.

Why Join Us?

    Leadership Role: Be at the forefront of service excellence, driving results and leading teams.

    Global Exposure: Work with international clients, gaining insights into diverse industries and cultures.

    Professional Growth: Enhance your skills in service management, innovation, and team leadership.

Send your updated resume to brenda@gratitudeindia.com

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