Onsite Night-Shift Service Delivery Lead

Gratitude Philippines; Manila; On-site; PHP 1,116,000 - 1,339,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Service Delivery Manager to oversee service delivery for key clients, acting as a bridge between clients and operations to ensure governance, SLA/KPI achievement, and customer satisfaction.

Based onsite in Taguig with night shifts, the role requires at least 3 years in financial services BPO operations, strong governance and people leadership, and a proven ability to drive improvements and account growth.

Qualifications

• Minimum 3 years of experience as an Operations Manager in Financial Services BPO/Back-office operations.
• Experience in SLA/KPI management, account performance, and operational governance.
• Strong client, stakeholder, and business partner management experience.
• Strong people leadership, accountability, and process improvement skills.
• College graduate.
• Stable career history; candidates with frequent job changes may not be considered.
• Current or former CGI employees are not eligible.
• Willing to work onsite in Taguig and night shifts.

Responsibilities

• Manage end-to-end service delivery and ensure SLA/KPI achievement.
• Build and maintain strong relationships with key clients and stakeholders.
• Monitor service performance and drive operational governance.
• Manage incidents, changes, escalations, and continual service improvement.
• Prepare service reports and lead service delivery meetings.
• Identify and implement process improvement initiatives.
• Collaborate with senior management on account performance and growth.
• Coordinate with SME and support teams to resolve operational issues.
• Ensure teams are prepared for process and operational changes.
• Drive customer satisfaction and financial performance.
• Maintain project financial status reporting.
• Ensure confidentiality and security of client and company information.

Skills

SLA/KPI management

Client relationship management

People leadership

Operational governance

Process improvement

Stakeholder management

Education

College graduate

Job description

Gratitude Philippines is seeking an experienced Service Delivery Manager to oversee service delivery for key clients, acting as a bridge between clients and operations to ensure governance, SLA/KPI achievement, and customer satisfaction.

Based onsite in Taguig with night shifts, the role requires at least 3 years in financial services BPO operations, strong governance and people leadership, and a proven ability to drive improvements and account growth.