Service Delivery Manager

CGI (PHILIPPINES) INC.; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

CGI (PHILIPPINES) INC. is recruiting a Service Delivery Manager in Taguig City for a night shift with 100% onsite work. The role focuses on planning, delivering and monitoring stable, secure service delivery to CGI clients across defined areas.

The ideal candidate has at least 2 years in a supervisory or leadership role within BPO operations, strong people management skills, and experience with SLA/KPI management and client interactions. Night-shift availability is required.

Qualifications

• Minimum 2 years in a supervisory or operations leadership role.
• Experience in BPO operations or blended accounts is preferred.
• Exposure to SLA/KPI management and operational governance.

Responsibilities

• Plan, deliver, operate, monitor and maintain reliable service support per contractual requirements.
• Manage service performance against SLAs, KPIs and governance standards.
• Monitor account performance, service quality, customer satisfaction and cost management.
• Prepare and implement recommendations for service improvements.
• Handle and prevent escalations across service delivery areas.
• Build effective relationships with clients, stakeholders and business partners.
• Lead people with accountability while supporting continuous process improvement.

Skills

Leadership

People management

BPO operations

SLA & KPI management

Client relations

Process improvement

Accountability

Education

Bachelor's degree

Job description

About the role

The Service Delivery Manager is accountable for planning, delivering, operating, monitoring and maintaining stable, secure and responsive support for CGI clients across specific service areas. Working in accordance with client contract documents, including Inter BU Agreements, Operational Frameworks and Service Level Agreements, this role drives service quality, customer and member satisfaction, operational governance and cost management. The position is based in Taguig City and requires a night shift schedule with 100% onsite work.

Key responsibilities

• Plan, deliver, operate, monitor and maintain reliable service support in line with contractual requirements.


• Manage service performance against agreed SLAs, KPIs and operational governance standards.


• Monitor account performance, service quality, customer satisfaction and cost management.


• Prepare and implement recommendations for service improvements.


• Handle and prevent escalations across service delivery areas.


• Build effective relationships with clients, stakeholders and business partners.


• Lead people with accountability while supporting continuous process improvement.

What we're looking for

• At least 2 years of experience as a Supervisor, Operations Manager or in an equivalent leadership role.


• Strong leadership and people management skills.


• Experience in BPO operations, such as blended accounts.


• Exposure to SLA and KPI management, account performance and operational governance.


• Experience interacting with clients, stakeholders or business partners.


• A strong sense of accountability and a process improvement mindset.


• A college graduate with a bachelor's degree.


• Amenability to work in Taguig City on a night shift schedule with 100% onsite work.