On-Site Service Delivery & Operations Lead (Pasig)

SuccessLink Outsourcing; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

SuccessLink Outsourcing is seeking a Service Delivery & Operations Manager to oversee end-to-end service delivery for multiple client accounts in Pasig. This on-site role requires ensuring SLAs, KPIs, productivity, staffing and quality are met, while driving process improvements and automation opportunities.

You will coach Account Managers, Supervisors, and Team Leaders, manage escalations, and partner with HR for workforce planning.

Qualifications

• Bachelor’s degree in Business, Operations Management, IT, or related field (equivalent experience may be considered).
• Proven service delivery management experience in outsourcing/BPO with customer satisfaction focus.
• Strong leadership, coaching, and talent development capabilities.
• Excellent communication and stakeholder management in English.

Responsibilities

• Lead daily operations across multiple client accounts.
• Own SLA, KPI, productivity, staffing, attendance, and quality.
• Coach and develop Account Managers, Supervisors, and Team Leaders.
• Manage escalations and drive corrective action plans.
• Provide operational reporting and insights to management.

Skills

Service delivery management

Stakeholder management

People management

Data analysis

Process improvement

Leadership

Communication

English proficiency

Education

Bachelor's degree

Tools

ITSM

ITIL

Job description

SuccessLink Outsourcing is seeking a Service Delivery & Operations Manager to oversee end-to-end service delivery for multiple client accounts in Pasig. This on-site role requires ensuring SLAs, KPIs, productivity, staffing and quality are met, while driving process improvements and automation opportunities.

You will coach Account Managers, Supervisors, and Team Leaders, manage escalations, and partner with HR for workforce planning.