Description / Requirements

Job Title: Service Delivery Manager
Work Location: Taguig
Work Setup & Schedule: Onsite / Night Shift
Salary: PHP 100,000–120,000
Headcount: 1

Position Description

As a Service Delivery Manager (SDM), you will have access to information of a confidential nature. You will be expected to maintain confidentiality at all times by ensuring confidential documents are kept under lock and key, and that electronic versions are properly secured.

Performance Criteria

You will be assessed based on your achievements against these Terms of Reference and your performance against established Performance Indicators.

Job Summary

• Responsible for coordinating the delivery of services for key clients.

• Acts as the primary bridge between the client and operational delivery teams, fostering long-term client relationships.

• Oversees governance across all service areas, including service management, incident management, change management, continual service improvement, and customer satisfaction.

• Ensures the highest level of operational service delivery while maintaining project financial margins.

• May support multiple engagements with similar project and skill requirements.

Job Responsibilities

• Build and maintain strong relationships with key client stakeholders.

• Ensure successful service delivery through SLA achievement and high CSAP/OSAP scores.

• Monitor end-to-end service performance.

• Communicate effectively regarding issues, risks, and opportunities.

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

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

• Prepare service reports and facilitate service delivery meetings.

• Engage additional resources, such as SMEs, when required.

• Remove obstacles affecting customer satisfaction and financial performance.

• Communicate effectively across all organizational levels.

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

• Lead service improvement initiatives when service delivery falls below expectations.

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

• Be accountable for and contribute to overall project performance.

• Follow best practices as defined in the CPMF.

• Prepare and maintain accurate, high-quality Financial Status Reports.

Non-Negotiable Qualifications

• At least 3 years of experience as an Operations Manager in Financial Services back-office operations.

• Experience managing SLAs, KPIs, account performance, and operational governance.

• Experience working with clients, stakeholders, or business partners.

• Strong leadership, accountability, and process improvement mindset.

• College graduate.

• Stable employment history (not a job hopper).

• Must not be a present or former employee of CGI.