Service Delivery Manager

Stafflink Express; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Stafflink Express is seeking a Service Delivery Manager to oversee daily BPO operations in Taguig. The role emphasizes strong leadership, SLA/KPI management, and building durable client relationships on a 100% onsite night-shift schedule.

The ideal candidate will have at least 2 years in a supervisory or operations leadership role within BPO, plus a bachelor’s degree. You will drive performance, governance, and continuous improvements across multiple teams and processes.

Qualifications

• 2+ years in a supervisory or operations manager/leadership role.
• Experience in BPO operations (blended accounts in sales/telco/retail).
• Exposure to SLA/KPI management, account performance and governance.
• Experience interacting with clients, stakeholders, or business partners.

Responsibilities

• Oversee daily BPO operations to ensure efficient service delivery.
• Monitor team performance against SLAs and KPIs and against 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

BPO operations

SLA management

KPI tracking

Stakeholder management

People development

Education

Bachelor's degree

Job description

Job title: Service Delivery Manager
Category: Leadership
Work setup: 100% Onsite in Taguig
Work shift: Night Shift
Headcount: 1

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.

Non-Negotiables

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

Job 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.