Delivery Manager

International Business Machines Corporation; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

IBM Consulting in the Philippines seeks an experienced Delivery Manager to lead P2P operations, manage SLAs, and oversee vendor interactions. You will drive process improvements, financial governance, and risk mitigation while mentoring teams and coordinating with clients to ensure top-tier service delivery.

The role emphasizes cross-functional leadership, strategic planning, and ensuring SOX compliance within a BPO context, with strong interpersonal skills and a focus on client satisfaction.

Qualifications

• At least 7 years total work experience with 3+ years in a P2P Delivery Manager role in a BPO setting.
• Strong understanding of P2P operations within a BPO context.
• Experience managing client relationships and driving service delivery against SLAs.

Responsibilities

• Owns SLA management and ensures breaches are addressed.
• Establishes and maintains robust management systems for operations.
• Ensures organizational health and implements process improvements.
• Serves as the point of contact for escalations and stakeholders.
• Acts as primary liaison for client visits, due diligence, and governance.
• Oversees financial aspects including cost management and reporting.
• Leads teams and ensures development, performance, and collaboration.
• Plans and oversees long-term projects with minimal guidance.

Skills

SLA Management

Vendor Management

People Management

Project Planning

Process Improvement

Client Relationship

Risk Management

Strategic Partnership

Analytical Skills

Interpersonal Skills

SOX Compliance

Stakeholder Communication

Excel Proficiency

P2P Operations

Education

Bachelor's Degree

Tools

ERP systems

Accounts Payable Automation

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

A Delivery Manager is responsible for all client-related tasks inclusive of the achievement of high client satisfaction. They interface with the external client and are responsible for service delivery as contracted in the Service Level Agreements (SLAs) and that the SLAs are achieved within agreed budget and schedules. They are responsible as people managers to manage employees delivering the client service, including their development and availability. They maintain awareness of contracted service levels, plans and outlooks, and are the primary interface for all planning matters related to the client contract.

Your Roles And Responsibilities

• SLA Management: Owns and manages Service Level Agreements (SLAs), ensuring they are met and any breaches are promptly addressed.
• Management System Establishment: Develops, implements, and maintains robust management systems to ensure efficient and effective operations.
• Organizational and Process Health: Ensures the overall health of the organization and its processes, identifying areas for improvement and implementing necessary changes.
• Escalation Management: Serves as the point of contact for escalations, managing these issues both internally and externally, while also providing regular reports to stakeholders.
• Client Interaction: Acts as the primary contact for client visits, participates in due diligence, solutioning, and process walkthroughs, representing the company professionally.
• Focal Point for Operations: Serves as the focal point for audits, process change requests, financial management, cost management, and business controls management, overseeing all aspects of account operations.
• People Management: Effectively manages teams, either directly or through supervisors, with responsibility for cost control, methodology application, and employee performance evaluation.
• Project Planning and Implementation: Plans and oversees the execution of long-term projects, working with minimal direction and guidance.
• Goal Setting and Delegation: Determines objectives, sets goals, and assigns tasks to subordinates, impacting individual employee performance within a department.
• Financial Management: Oversees financial aspects of operations, including utilization and cost management, ensuring financial health and reporting accuracy.
• Business Controls Management: Manages and ensures adherence to established business controls, mitigating risks and maintaining regulatory compliance.
• Process Improvement: Continuously evaluates current processes and suggests improvements to increase efficiency and effectiveness.
• Client Relationship Management: Builds and maintains strong relationships with clients, understanding their needs, and providing appropriate solutions.
• Problem Solving: Identifies operational problems, analyzes them, and develops effective solutions to resolve them.
• Team Development: Facilitates the professional growth and development of team members, ensuring they have the necessary skills and resources to succeed.
• Stakeholder Communication: Effectively communicates with internal and external stakeholders, providing updates, managing expectations, and addressing concerns.
• Compliance Management: Ensures all operations comply with relevant laws, regulations, and internal policies.
• Risk Management: Identifies potential risks, assesses their impact, and implements strategies to mitigate them.
• Performance Monitoring: Regularly monitors and evaluates the performance of operations, processes, and individuals to ensure they meet or exceed expectations.
• Strategic Planning: Contributes to the formulation and execution of overall business strategy, aligning operational activities with strategic objectives.

Per Process

• Vendor Master Data Management
• Maintaining accurate and updated vendor records
• Ensuring compliance with relevant regulations
• Implementing effective controls against duplication or fraud
• Invoice Receipt and Processing
• Procedures for invoice receipt and verification
• Understanding electronic invoicing systems and OCR
• Manual invoice handling processes
• Payments
• Familiarity with various payment methods and processing
• Understanding of payment terms, conditions, and discounts
• Implications of late payments
• Query Management
• Handling and resolving vendor queries efficiently
• Communicating effectively with vendors
• Documenting resolutions for future reference
• Reconciliation
• Principles of accounts payable reconciliation
• Matching transactions and resolving discrepancies
• Maintaining detailed records
• Month-End Closing
• Ensuring accurate recording, reconciliation, and reporting of transactions
• Preparation of financial statements
• Understanding carry forward balances and their implications
• System Proficiency
• Proficiency in using ERP systems and Accounts Payable Automation tools
• Other financial management software
• Compliance
• Understanding of relevant laws, regulations, and company policies
• Ensuring processes align with legal and ethical standards
• Leadership and Soft Skills
• Motivating and guiding team members
• Managing conflicts and fostering a positive team environment
• Effective communication with both technical and non-technical stakeholders
• Problem-solving abilities

These points encapsulate the key knowledge areas for a PTP Delivery Manager in the context of vendor management, invoice processing, payments, query management, reconciliation, and month-end closing.

Preferred Education

Bachelor's Degree

Qualification and Skills:

• Years of Experience:
• At least 7 years of overall work experience, with a minimum of 3 years in a P2P Delivery Manager role, managing complex and large engagements in a BPO environment.
• A deep understanding of P2P Operations in the BPO context.
• Skills Required:
• Point of Contact: Serve as the main contact for running P2P operations, managing work queues, and resolving conflicts, ensuring consistent service delivery across teams.
• System Improvement: Develop or enhance management systems to predict potential breakdowns and risks, and create mitigation plans.
• Performance Review: Analyze performance metrics, identify areas for improvement, conduct root cause analysis, and develop action plans.
• Strategic Partnership: Collaborate with clients to develop strategies and projects supporting their vision.
• Continuous Improvement: Ensure services evolve to meet best practices and business requirements.
• Client Relationship Management: Maintain strong client relationships, negotiating effectively using data and analysis.
• Risk Management: Uphold a high internal control posture, particularly for SOX compliance, and ensure accurate financial reporting.
• Succession Planning: Plan for key role succession.
• Team Leadership: Foster a positive employee climate, lead regular team meetings, and encourage open communication.
• Interpersonal Skills: Demonstrate high interpersonal skills to effectively collaborate with various stakeholders.
• Maturity: Exhibit high maturity levels to handle complex situations and make sound decisions.
• Analytical Skills: Possess strong analytical abilities to solve problems and make informed decisions.
• Excel Proficiency: Have advanced Excel skills for data analysis and reporting.
• Qualifications:
• Educational Background: Graduate degree in Accounting, Finance, Business, Economics, or a related field.
• Domain/Process Knowledge: Expertise in overall accounting processes, including participation in client reviews.
• ERP/Computer Skills: ERP work experience or its equivalent, with BPO/large company exposure and people management experience.
• Other Requisites: High level of analytical, interpersonal, and maturity skills, along with advanced Excel proficiency.

This job role requires a blend of technical knowledge, strategic thinking, strong leadership, and robust interpersonal skills to effectively manage P2P operations in a BPO setting. The candidate should be capable of driving continuous improvement, maintaining strong client relationships, and ensuring regulatory compliance.