Service Delivery Manager

Gratitude Philippines; Manila; On-site; PHP 1,116,000 - 1,339,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Service Delivery Manager to oversee service delivery for key clients, acting as a bridge between clients and operations to ensure governance, SLA/KPI achievement, and customer satisfaction.

Based onsite in Taguig with night shifts, the role requires at least 3 years in financial services BPO operations, strong governance and people leadership, and a proven ability to drive improvements and account growth.

Qualifications

• Minimum 3 years of experience as an Operations Manager in Financial Services BPO/Back-office operations.
• Experience in SLA/KPI management, account performance, and operational governance.
• Strong client, stakeholder, and business partner management experience.
• Strong people leadership, accountability, and process improvement skills.
• College graduate.
• Stable career history; candidates with frequent job changes may not be considered.
• Current or former CGI employees are not eligible.
• Willing to work onsite in Taguig and night shifts.

Responsibilities

• Manage end-to-end service delivery and ensure SLA/KPI achievement.
• Build and maintain strong relationships with key clients and stakeholders.
• Monitor service performance and drive operational governance.
• Manage incidents, changes, escalations, and continual service improvement.
• Prepare service reports and lead service delivery meetings.
• Identify and implement process improvement initiatives.
• Collaborate with senior management on account performance and growth.
• Coordinate with SME and support teams to resolve operational issues.
• Ensure teams are prepared for process and operational changes.
• Drive customer satisfaction and financial performance.
• Maintain project financial status reporting.
• Ensure confidentiality and security of client and company information.

Skills

SLA/KPI management

Client relationship management

People leadership

Operational governance

Process improvement

Stakeholder management

Education

College graduate

Job description

Hiring: Service Delivery Manager

Location:Taguig, Philippines
Work Setup:Onsite
Shift:Night Shift
Salary:PHP 100,000–120,000/month
Headcount:1

Job Summary

We are looking for an experiencedService Delivery Managerto manage service delivery for key clients and build strong, long-term client relationships. The role will act as a bridge between clients and operational teams, ensuring effective governance, SLA/KPI achievement, service improvement, and customer satisfaction.

Key Responsibilities

• Manage end-to-end service delivery and ensure SLA/KPI achievement.

• Build and maintain strong relationships with key clients and stakeholders.

• Monitor service performance and drive operational governance.

• Manage incidents, changes, escalations, and continual service improvement.

• Prepare service reports and lead service delivery meetings.

• Identify and implement process improvement initiatives.

• Collaborate with senior management on account performance and growth.

• Coordinate with SME and support teams to resolve operational issues.

• Ensure teams are prepared for process and operational changes.

• Drive customer satisfaction and financial performance.

• Maintain project financial status reporting.

• Ensure confidentiality and security of client and company information.

Non-Negotiable Requirements

• Minimum3 years of experience as an Operations Manager in Financial Services BPO/Back-office operations.

• Experience inSLA/KPI management, account performance, and operational governance.

• Strong client, stakeholder, and business partner management experience.

• Strong people leadership, accountability, and process improvement skills.

• College graduate.

• Stable career history; candidates with frequent job changes may not be considered.

• Current or former CGI employees are not eligible.

• Must be willing to workonsite in Taguigand onnight shifts.

Pre-Screening Questions

1. How many years of experience do you have as an Operations Manager in a Financial Services BPO?

2. Do you have experience with SLA/KPI management or operational governance?

3. What was your last drawn salary?

4. What is your expected salary?

5. Are you willing to work onsite in Taguig on a night shift?

6. When would you be available to start if selected?