Service Delivery Lead: Operations, People & Improvement

CEVA Logistics - Global Business Services Manila; Muntinlupa; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

CEVA Logistics - Global Business Services Manila is seeking a Service Delivery Manager to oversee day-to-day delivery for its operational portfolio in the GBS Philippines Center. The role reports to the Senior Service Delivery Manager and leads Team Leaders to ensure service performance, quality, and customer satisfaction.

The SDM translates business objectives into disciplined execution, drives continuous improvement, and fosters a culture of ownership and accountability across the operation.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, Finance, Operations or related field.
• 7–10 years in operations/logistics/shared services with 3+ years in people leadership.
• Experience managing multi-team operations through Team Leaders/Supervisors in a GBS or shared services.
• Strong understanding of service-management disciplines: SLAs, KPIs, capacity, quality, root-cause, governance.
• Excellent stakeholder management and communication across geographies.
• Analytical, data-driven, proficient with dashboards (Excel/Power BI).
• Experience in process improvement, Lean, Six Sigma, automation or transformation.
• Experience in freight forwarding/logistics ops is a plus.

Responsibilities

• Own daily service delivery for assigned processes and meet SLA/KPI targets.
• Translate priorities into daily/weekly plans for Team Leaders and frontline teams.
• Manage capacity, staffing, and workload allocation; address capacity gaps.
• Review dashboards and drive recovery plans and corrective actions.
• Escalations management with clear ownership and root-cause analysis.
• Lead, coach and develop Team Leaders; build a high-performing organization.
• Partner with HR on recruitment, retention, attendance and workforce planning.
• Ensure governance, compliance, and training materials are up-to-date.
• Drive continuous improvement, standardization and transformation.

Skills

Team Leadership

Stakeholder Management

Data-Driven

Process Improvement

Root Cause Analysis

SLA KPIs

Operational Governance

Capacity Planning

Analytical Thinking

Education

Bachelor's degree in Business, Supply Chain, Logistics, Finance, Operations or related field

Tools

Excel

Power BI

Job description

CEVA Logistics - Global Business Services Manila is seeking a Service Delivery Manager to oversee day-to-day delivery for its operational portfolio in the GBS Philippines Center. The role reports to the Senior Service Delivery Manager and leads Team Leaders to ensure service performance, quality, and customer satisfaction.

The SDM translates business objectives into disciplined execution, drives continuous improvement, and fosters a culture of ownership and accountability across the operation.