Delivery Manager

International Business Machines Corporation; Naga; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

International Business Machines Corporation (IBM) is seeking a Senior Delivery Leader to drive end-to-end service delivery for finance accounts, lead sales opportunities, and guide multi‑account growth. The role requires strong leadership, cross‑functional collaboration, and relentless focus on client value.

You will oversee transformation programs, governance, and risk management while coaching leaders to build high‑performing teams in a fast-paced environment.

Qualifications

• Significant leadership experience in BPO, Shared Services, or similar industries.
• Strong operational and delivery experience within Finance services.
• Proven track record of revenue growth, business development, and client engagement.

Responsibilities

• Lead end-to-end service delivery for multi-account finance delivery services, ensuring SLAs, quality, cost and productivity targets.
• Drive business development and sales leadership to identify and pursue opportunities within existing and target client accounts.
• Provide strategic direction and leadership to managers and delivery leaders; mentor teams for high performance.
• Own transformation initiatives including automation, process optimization, and standardization; define clear priorities and success measures.
• Manage risk, compliance, governance, and client satisfaction across accounts.

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long‑term career development while valuing your unique skills and experiences.

Your role and responsibilities

Role Overview

The Delivery Leader role is a senior leadership role responsible for driving business growth, end‑to‑end service delivery, and operational excellence for account/s within Finance delivery services. The role combines sales leadership, delivery management, people leadership, transformation execution, and governance oversight to ensure sustained client satisfaction and financial performance.

Roles and Responsibilities

1. Service Delivery & Account Management

• Lead end‑to‑end delivery for account/s managed, ensuring consistent achievement of service level agreements (SLAs), quality, cost, and productivity targets.
• Oversee operational performance and resource management to ensure efficiency and scalability.
• Collaborate with internal stakeholders and external partners to ensure seamless service delivery and issue resolution.
• Drive customer satisfaction by proactively managing risks, performance gaps, and client expectations.

1. Business Development & Sales Leadership

• Identify, qualify, and pursue new business opportunities within existing and target client accounts.
• Support and lead sales pursuits by articulating complex Finance service solutions.
• Contribute to services revenue growth through account expansion, renewals, and new deal closures.
• Build and maintain strong, senior‑level relationships with clients as a trusted advisor.

1. People Leadership & Talent Management

• Provide strategic direction and leadership to managers and delivery leaders.
• Develop and execute succession planning to ensure leadership continuity and readiness.
• Implement initiatives to reduce attrition, improve employee engagement, and foster a positive, inclusive work environment.
• Coach and mentor leaders to build high‑performing, accountable teams.

1. Transformation & Continuous Improvement

• Own and drive the transformation agenda for account/s managed, including automation, process optimization, and standardization.
• Define clear improvement priorities, action plans, and success measures.
• Ensure accountability for achieving continuous improvement and transformation targets.
• Partner with cross‑functional teams to identify innovation opportunities that enhance service delivery and profitability.

1. Critical Issue & Risk Management

• Lead the resolution of critical situations (Crit Sits) affecting service continuity or client satisfaction.
• Coordinate with delivery teams, senior stakeholders, and partners to resolve issues effectively and timely.
• Implement preventive and corrective actions to avoid recurrence of operational or client issues.

1. Compliance, Audit & Governance

• Ensure adherence to internal policies, procedures, and external regulatory requirements.
• Identify, assess, and mitigate potential compliance and operational risks.
• Partner with internal and external auditors to ensure successful audit outcomes.
• Maintain strong governance, controls, and documentation across all managed accounts.

Required technical and professional expertise

Professional Experience

• Significant leadership experience in BPO, Shared Services, or similar industries, preferably in a multi‑client, multi‑account environment.
• Strong operational and delivery experience within Finance services
• Proven track record of revenue growth, business development, and client engagement.

Leadership & Behavioral Skills

• Strong people leadership skills with the ability to lead managers and large delivery teams.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to influence at senior leadership and client executive levels.
• High level of ownership, accountability, and decision‑making capability.

Analytical & Strategic Skills

• Strong analytical, problem‑solving, and strategic thinking abilities.
• Ability to balance short‑term operational priorities with long‑term business and transformation goals.
• Comfortable working in a fast‑paced, complex environment with multiple competing priorities.

Technical & Functional Skills

• Deep understanding of Finance operations and delivery models.
• Strong knowledge of service management, transformation frameworks, and continuous improvement methodologies.
• Experience managing compliance, audit, and risk in large delivery environments.

IBM is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.