Senior Service Delivery Manager — 24/7 Operations Leader

Origo BPO Pty; Philippines; Híbrido; PHP 1.800.000 - 2.400.000; Jornada completa

Descripción de la vacante

Origo BPO Pty in the Philippines seeks a Service Delivery Manager — Service Operations to oversee a portfolio of 24/7 accounts, including dispatch, work orders, service desk, and inbound support. You will lead Team Managers and drive process improvements, ensuring timely responses and flawless handovers between shifts.

The role requires managing multiple accounts, owning escalations, and maintaining client satisfaction while coordinating with billing, operations, and service delivery governance.

Formación

• 7+ years in service delivery or operations management.
• Experience leading teams of managers or supervisors.
• Experience in 24/7 multi-account BPO operations.

Responsabilidades

• Set delivery standards across the portfolio with weekly review.
• Lead Team Managers across accounts and shifts.
• Own 24/7 shift coverage including after-hours routing.
• Sustain client relationships and governance through WBRs/MBRs.
• Lead incident management and continuous improvement initiatives.

Conocimientos

Bachelor's Degree

Leadership

Stakeholder Management

Time Management

Communication

Educación

Bachelor's Degree

Herramientas

CMMS

CRM Systems

Ticketing Tools

Descripción del empleo

Origo BPO Pty in the Philippines seeks a Service Delivery Manager — Service Operations to oversee a portfolio of 24/7 accounts, including dispatch, work orders, service desk, and inbound support. You will lead Team Managers and drive process improvements, ensuring timely responses and flawless handovers between shifts.

The role requires managing multiple accounts, owning escalations, and maintaining client satisfaction while coordinating with billing, operations, and service delivery governance.