Global Service Delivery Manager

Nezda Global; Metro Manila; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Nezda Global is seeking a Service Delivery Manager in Metro Manila to oversee operational performance, lead teams, and manage client and stakeholder relationships. The role focuses on ensuring delivery meets KPIs and SLAs, with heavy emphasis on reporting, dashboards, and executive communication.

3+ years in operations delivery is required, with preference for banking/financial services or BPO exposure. The position is 100% onsite and on night shift, offering opportunities to drive process

Qualifications

• College graduate.
• 3+ years of experience as an Operations Manager or Service Delivery Manager.
• Experience in banking, financial services, or contact center/BPO operations.
• Strong experience in KPI, SLA, and account performance management.
• Experience managing client, stakeholder, or business partner interactions.
• Strong executive communication and presentation skills.
• Experience facilitating WBR/MBR/QBR or business reviews is a plus.
• Strong reporting, dashboard, and KPI analysis capabilities.
• Experience with contact center systems such as ACD, CRM, or call monitoring tools.
• Proficient in Microsoft Excel and PowerPoint.
• Willing to work 100% onsite and on Nightshift.

Responsibilities

• Lead teams and drive operational performance and results.
• Manage SLA, KPI, and account performance.
• Monitor operational reports, dashboards, and performance trends.
• Facilitate WBR, MBR, and QBR discussions and business reviews.
• Build and maintain strong client and stakeholder relationships.
• Manage expectations, escalations, and conflict resolution.
• Drive process improvements and operational governance.
• Ensure effective communication of business and operational performance.

Skills

Operations management

Executive communication

KPI & SLA management

Stakeholder management

Reporting & dashboards

Education

College graduate

Tools

ACD systems

CRM systems

Call monitoring tools

Job description

As a Service Delivery Manager, you will oversee operational performance, lead teams, manage client and stakeholder relationships, and ensure service delivery meets agreed KPIs and SLAs.

Key Responsibilities

• Lead teams and drive operational performance and results.
• Manage SLA, KPI, and account performance.
• Monitor operational reports, dashboards, and performance trends.
• Facilitate WBR, MBR, and QBR discussions and business reviews.
• Build and maintain strong client and stakeholder relationships.
• Manage expectations, escalations, and conflict resolution.
• Drive process improvements and operational governance.
• Ensure effective communication of business and operational performance.

Must-Have Qualifications

• College graduate.
• 3+ years of experience as an Operations Manager or Service Delivery Manager.
• Experience in banking, financial services, or contact center/BPO operations.
• Strong experience in KPI, SLA, and account performance management.
• Experience managing client, stakeholder, or business partner interactions.
• Strong executive communication and presentation skills.
• Experience facilitating WBR/MBR/QBR or business reviews is a plus
• Strong reporting, dashboard, and KPI analysis capabilities.
• Experience with contact center systems such as ACD, CRM, or call monitoring tools.
• Proficient in Microsoft Excel and PowerPoint.
• Willing to work 100% onsite and on Nightshift.

Why Join Us

• Take ownership of service delivery and account performance.
• Work in a role with direct client and stakeholder exposure.
• Lead teams and drive measurable operational results.
• Build on your leadership experience within financial services operations.