Onsite Night-Shift Service Delivery Lead

CGI (PHILIPPINES) INC.

Taguig

On-site

PHP 900,000 - 1,300,000

Full time

2 days ago

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Job summary

CGI (PHILIPPINES) INC. is recruiting a Service Delivery Manager in Taguig City for a night shift with 100% onsite work. The role focuses on planning, delivering and monitoring stable, secure service delivery to CGI clients across defined areas.

The ideal candidate has at least 2 years in a supervisory or leadership role within BPO operations, strong people management skills, and experience with SLA/KPI management and client interactions. Night-shift availability is required.

Qualifications

Minimum 2 years in a supervisory or operations leadership role.
Experience in BPO operations or blended accounts is preferred.
Exposure to SLA/KPI management and operational governance.

Responsibilities

Plan, deliver, operate, monitor and maintain reliable service support per contractual requirements.
Manage service performance against SLAs, KPIs and governance standards.
Monitor account performance, service quality, customer satisfaction and cost management.
Prepare and implement recommendations for service improvements.
Handle and prevent escalations across service delivery areas.
Build effective relationships with clients, stakeholders and business partners.
Lead people with accountability while supporting continuous process improvement.