Service Delivery Manager – Omnichannel Service Desk

Job Category: Business Consulting & IT Strategy
Work Setup: On-site – Taguig
Work Shift: Night Shift
Salary: PHP 90,000 – PHP 110,000
Required Headcount: 1

Position Overview

We are looking for an experienced Service Delivery Manager to oversee service delivery operations within an omnichannel Service Desk environment. The successful candidate will be responsible for ensuring SLA achievement, service quality, customer satisfaction, operational performance, and financial performance.

The role requires strong leadership experience in managing multilingual Service Desk teams, proven P&L management experience, and the ability to build strong relationships with clients and senior stakeholders.

Important Eligibility Requirements

• Must be a college graduate with a Bachelor's degree.

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

• Proven experience managing multilingual teams.

• Proven experience managing Profit & Loss (P&L) and overall financial performance.

• ITIL certification is required.

• Stable employment history with demonstrated career progression; frequent job changes are not preferred.

• Current and former CGI employees are not eligible.

• Must be amenable to working on-site in Taguig on a night-shift schedule.

Key Responsibilities

Service Delivery & Client Management

• Build and maintain strong relationships with key client stakeholders.

• Ensure successful service delivery through SLA achievement and strong service performance.

• Monitor end-to-end service performance and identify opportunities for improvement.

• Communicate effectively with clients and internal stakeholders regarding issues, risks, and opportunities.

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

• Ensure operations teams are informed and prepared for upcoming changes.

• Prepare and present service reports and facilitate service delivery meetings.

• Engage additional resources, including SME teams, when required to resolve specific issues or support opportunities.

• Remove operational obstacles that may impact customer satisfaction or financial performance.

• Communicate effectively across organizational boundaries and management levels.

• Protect the long-term interests of both the client and the organization.

Service Improvement & Performance

• Lead service improvement initiatives when delivery performance does not meet client expectations.

• Work with clients and operations teams to proactively identify and implement service improvement opportunities.

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

• Ensure agreed quality standards and performance metrics are consistently maintained.

• Identify quality deficiencies and ensure corrective actions are implemented within appropriate timelines.

• Provide regular service delivery and performance reports.

• Support multiple clients as required.

Financial & Operational Management

• Manage and monitor Profit & Loss (P&L) and overall financial performance.

• Create and maintain accurate and high-quality Financial Status Reporting.

• Monitor operational performance against financial and contractual commitments.

• Identify opportunities to improve operational efficiency and financial performance.

• Ensure project and local team processes are implemented and followed.

• Follow established service management and organizational best practices.

Team & Stakeholder Management

• Partner with local management, colleagues, and clients to ensure requests and issues are resolved effectively.

• Follow established escalation procedures.

• Ensure appropriate feedback is provided to team members or relevant people managers when potential issues are identified.

• Recommend process improvements where opportunities are identified.

• Ensure required meetings are initiated, attended, and effectively managed.

• Support requirements and initiatives assigned by senior management.

Required Qualifications

• Bachelor's degree or equivalent.

• 3+ years of experience as an Operations Manager in an omnichannel Service Desk environment.

• Experience managing multilingual Service Desk teams.

• Proven P&L and financial management experience.

• ITIL certification is required.

• Strong experience in SLA, service quality, customer satisfaction, and operational performance management.

• Strong client-facing and stakeholder management experience.

• Excellent communication and presentation skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Demonstrated experience leading service improvement initiatives.

• Strong organizational and time-management skills.

• Stable career history and ability to demonstrate long-term commitment to previous employers.

• Willingness to work on-site in Taguig and on a night-shift schedule.

Application

Interested candidates are requested to complete the application questionnaire:

QUESTIONNAIRE LINK – ​https://myglit.com/lateral/cref/4f937b9cfb