Service Delivery Manager

Gratitude Philippines; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gratitude Philippines seeks a Service Delivery Manager to oversee daily BPO operations in Taguig, focusing on service quality, performance targets, and client relationships. You will lead supervisors and teams, monitor SLAs and KPIs, and drive continuous process improvements to achieve business objectives.

This role requires strong leadership, governance, and collaboration with cross-functional partners. Night shift, onsite in Taguig, with career growth in service delivery management.

Qualifications

• Minimum 2 years as Supervisor or Operations Manager or in an equivalent leadership role.

Responsibilities

• Oversee daily BPO operations to ensure efficient service delivery.
• Monitor team performance against established SLAs, KPIs, and operational targets.
• Lead and develop supervisors, team leaders, and operational teams.
• Build and maintain positive relationships with clients and stakeholders.
• Conduct performance reviews, operational meetings, and regular reporting.
• Identify operational gaps and implement corrective action plans.
• Ensure compliance with company policies, procedures, and client requirements.
• Manage escalations and resolve operational issues promptly.
• Collaborate with cross-functional teams to improve service quality and productivity.
• Drive continuous improvement initiatives to enhance operational performance.
• Support workforce planning, employee development, and performance management.
• Ensure consistent achievement of customer satisfaction and business objectives.

Skills

Leadership

SLA/KPI management

People leadership

Process improvement

Education

Bachelor's degree

Job description

WORK SETUP: 100% Onsite – Taguig
WORK SHIFT: Night Shift

Job Summary

The Service Delivery Manager is responsible for overseeing daily BPO operations, ensuring service quality, meeting performance targets, and maintaining strong client relationships. The role focuses on managing teams, monitoring SLAs and KPIs, improving operational efficiency, and driving continuous process improvements to achieve business objectives.

Key Responsibilities

• Oversee daily BPO operations to ensure efficient service delivery
• Monitor team performance against established SLAs, KPIs, and operational targets
• Lead and develop supervisors, team leaders, and operational teams
• Build and maintain positive relationships with clients and stakeholders
• Conduct performance reviews, operational meetings, and regular reporting
• Identify operational gaps and implement corrective action plans
• Ensure compliance with company policies, procedures, and client requirements
• Manage escalations and resolve operational issues promptly
• Collaborate with cross-functional teams to improve service quality and productivity
• Drive continuous improvement initiatives to enhance operational performance
• Support workforce planning, employee development, and performance management
• Ensure consistent achievement of customer satisfaction and business objectives

Non-Negotiable Requirements

• Minimum 2 years' experience as Supervisor or Operations Manager or in an equivalent leadership role / with strong leadership skills – required
• With BPO operations experience (example: blended accounts in sales, telco, retail) – required
• Exposure to SLA/KPI management, account performance, and operational governance – required
• Experience with clients, stakeholders, or business partner interactions – requiredStrong people leadership, accountability, and process improvement mindset – required
• College graduate; bachelor's degree – required
• Amenable to working in Taguig City on a night shift schedule – 100% onsite – required

Why Join?

• Leadership role in a dynamic BPO environment
• 100% onsite – Taguig City
• Career growth in service delivery management
• Collaborative and supportive team environment