Service Delivery Manager

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

Summary

The Service Delivery Manager (SDM) is accountable for the day-to-day delivery of an assigned operational portfolio within the GBS Philippines Center. Reporting to the Senior Service Delivery Manager, the SDM leads Team Leaders and their operational teams to deliver consistent service performance, productivity, quality, compliance and customer satisfaction. The role translates business objectives into disciplined execution, builds a strong performance culture, and drives continuous improvement, standardization and transformation across the scope.

Duties and Responsibilities

Operational Delivery

• Own daily service delivery for the assigned processes and ensure consistent achievement of agreed SLAs, KPIs, quality and productivity targets.

• Translate operational priorities into clear daily and weekly execution plans for Team Leaders and frontline teams.

• Manage capacity, staffing, workload allocation and schedule adherence; anticipate demand changes and address capacity gaps proactively.

• Review operational dashboards, identify deviations early, and drive timely recovery plans and corrective actions.

• Ensure escalations are managed with urgency, clear ownership, root-cause analysis and sustainable resolution.

People Leadership & Performance

• Lead, coach and develop Team Leaders / Supervisors and build a high-performing, accountable and engaged organization.

• Set clear objectives, conduct regular performance reviews and ensure underperformance is addressed promptly and fairly.

• Build succession plans and strengthen the leadership pipeline through coaching, development plans and internal mobility.

• Partner with HR and Talent Acquisition on recruitment, retention, attendance, engagement and workforce planning.

• Promote a culture of ownership, collaboration, customer focus, operational discipline and continuous learning.

Customer & Stakeholder Management

• Act as the operational point of contact for assigned internal customers, countries, regional stakeholders and GBS leadership.

• Provide clear and fact-based communication on service performance, risks, capacity, incidents and mitigation actions.

• Build trusted stakeholder relationships through predictable delivery, transparency and proactive issue management.

• Prepare and contribute to operational governance forums, performance reviews, MBRs/QBRs and business updates as required.

Governance, Quality & Compliance

• Ensure processes are executed in line with approved SOPs, internal controls, data-quality requirements and applicable compliance standards.

• Maintain audit readiness and ensure findings, control gaps and quality issues are closed within agreed timelines.

• Ensure SOPs, process documentation and training materials remain accurate, current and consistently applied.

• Enforce company policies relating to confidentiality, ethics, information security and business conduct.

Continuous Improvement & Transformation

• Identify recurring operational pain points and lead improvement initiatives focused on quality, productivity, cycle time and cost-to-serve.

• Drive process standardization and simplification in partnership with Transformation, Process Excellence and Business Process Management teams.

• Support automation, digitalization and AI/RPA opportunities by ensuring sound process design, data quality and operational adoption.

• Use structured problem-solving and data analysis to eliminate root causes rather than rely on repeated manual recovery actions.

Transitions & Change Management

• Support the transition and onboarding of new activities into GBS, including readiness, staffing, knowledge transfer, stabilization and handover.

• Ensure operational teams are prepared for process, system and organizational changes through effective communication, training and adoption plans.

• Partner with project and transition teams to identify delivery risks early and protect business continuity during migration and ramp-up.

Performance & Cost Accountability

• Monitor productivity, utilization, overtime, headcount and other operational cost drivers within the assigned scope.

• Deliver agreed efficiency and productivity commitments while protecting service quality and employee sustainability.

• Provide reliable operational forecasts and inputs for budget, workforce and capacity planning.

• Ensure performance data is accurate, timely and supported by clear action plans where targets are missed.

Qualifications

• Bachelor's Degree in Business, Supply Chain, Logistics, Finance, Operations or a related field.

• Typically 7-10 years of experience in operations, logistics, shared services, BPO or a comparable service-delivery environment, including at least 3 years in a people-leadership role.

• Demonstrated experience managing multi-team operations through Team Leaders / Supervisors, ideally in a GBS or shared-services environment.

• Strong understanding of service-management disciplines, including SLAs, KPIs, capacity planning, quality management, root-cause analysis and operational governance.

• Strong stakeholder-management and communication skills, with the ability to manage escalations and influence across functions and geographies.

• Analytical and data-driven mindset; comfortable working with operational dashboards and tools such as Excel and Power BI.

• Experience in process improvement, Lean, Six Sigma, automation or transformation initiatives is preferred.

• Experience in freight forwarding, logistics, shipping or related operational processes is an advantage where relevant to the assigned portfolio.