Senior BPO Delivery Lead, Customer Ops & Transformation

IBM; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Delivery Manager for Customer Operations to lead end-to-end service delivery, governance, and client partnerships across operations. You will drive performance, improvements, and transformation while coordinating with global stakeholders and internal teams.

The role emphasizes delivery leadership, process optimization, data-driven decisions, and the ability to work night shifts to support international clients. IBM is committed to diversity and inclusion.

Qualifications

• Substantial leadership experience in Customer Operations, BPO, or similar client-facing delivery.
• Experience managing high-volume operations and leading managers against service levels.
• Strong client relationship management and governance experience.
• Experience with data-driven decision making and technology-enabled improvements.
• Ability to work night shifts with global stakeholders.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead day-to-day delivery for assigned Customer Operations services, aligned with contract and client priorities.
• Set KPIs, govern service levels, quality, productivity, and customer satisfaction.
• Manage capacity, resources, and readiness to support demand and changes.
• Own reviews, escalation, corrective actions, and risk controls.
• Build trusted client partnerships and lead governance reviews.
• Identify opportunities to simplify workflows and drive automation and performance improvements.
• Lead and develop delivery managers and teams, managing costs and capacity.

Skills

Leadership

Stakeholder mgmt

Operations governance

Change leadership

Data-driven decisions

Risk management

Night shift

Team coaching

Job description

IBM Consulting in the Philippines seeks a Delivery Manager for Customer Operations to lead end-to-end service delivery, governance, and client partnerships across operations. You will drive performance, improvements, and transformation while coordinating with global stakeholders and internal teams.

The role emphasizes delivery leadership, process optimization, data-driven decisions, and the ability to work night shifts to support international clients. IBM is committed to diversity and inclusion.