Service Delivery Manager — Service Operations

Origo BPO (Phils) Limited, Inc.; Mabalacat; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Origo BPO (Phils) Limited, Inc. is seeking a Service Delivery Manager to oversee a portfolio of Service Operations accounts, including dispatch, work order management, service desk, and inbound customer service.

The role supports extended hours or 24/7 coverage and ensures timely dispatch, resolution, and clean handovers across shifts. You will lead Team Managers, drive delivery standards, and own end-to-end incident and escalation processes, while maintaining client relationships at operational

Qualifications

• Bachelor's Degree or equivalent work experience.
• Experience leading 24/7 service operations in a BPO/shared-services setting.
• Strong leadership and coaching capabilities; proven stakeholder management.

Responsibilities

• Set delivery standards across the portfolio with weekly review cadence.
• Lead, develop and performance-manage Team Managers for each account/shift.
• Own the shift model for day, evening, and overnight coverage and after-hours.
• Maintain relationships with client dispatch leads, service managers, and operations POCs.
• Sponsor CI projects: intake cleanup, queue automation, handover standards.

Skills

Leadership

Communication

Stakeholder mgmt

Coaching

Time management

BPO ops

Team development

Education

Bachelor's Degree

Equivalent work experience

Tools

CMMS

CRM

Talkdesk

RingCentral

WebEx

Job description

ABOUT THE ROLE

The Service Delivery Manager owns a portfolio of Service Operations accounts — dispatch and workorder management, service desk, and inbound customer service, running on extended-hours or 24/7coverage. The role is accountable for what reaches the client's sites and customers: that workorders are dispatched and closed, that calls and emails are answered inside the window, and thatnothing is lost across a shift handover. It leads through Team Managers rather than around them.

KEY RESPONSIBILITIES

• Set the delivery standard across the portfolio — queue, coverage and quality targets per account,reviewed on a fixed weekly cadence

• Lead, develop and performance-manage the Team Managers running each account and shift

• Own the shift model for the portfolio — day, evening and overnight coverage, and who carries afterhours

• Own the relationships with the client's dispatch leads, service managers and operations POCs

• Sponsor CI projects across the accounts — intake cleanup, queue automation, and handover standards

• Own work order intake — every request logged against the right site and priority on receipt, with intakelag reported separately from processing time

• Own dispatch quality — correct trade, priority and site, and the right technician or vendor assigned

• Hold emergency work ahead of routine, and keep after-hours work moving

• Own completion and endorsement — no work order closed without the field detail billing needs

• Own the handoff into billing — unbilled work orders visible, with aging reported weekly

• Hold queue health across work orders, cases, shared mailboxes and voicemail — nothing unactionedbeyond the agreed threshold

• Make shift handover a controlled process — a documented endorsement every shift, and an incidentraised when one is missed

• Own telephony targets where the account carries calls — ASA, abandon rate and hold time

• Own after-hours routing and the callback standard, evidenced rather than assumed

• Plan coverage against volume by day and interval, not headcount averages

• Plan ahead for peak season, preventive maintenance cycles and emergency surges

• Lead incident response per the Incident Management Framework — containment, root cause analysis,and corrective and preventive actions

• Own client communication during an incident, inside the committed window

• Hold the weekly performance review with each Team Manager — their queue, adherence and QAnumbers, taken to a root cause and an action plan

• Own the client relationship at operational and senior operational level — WBRs, MBRs and servicereviews

• Run the QA cycle across voice and work order handling, calibrated with the client where they audit aswell

• Escalate repeat issues into due process rather than coaching them again

• Build Team Manager capability and shift-level succession, so no account or shift depends on one person

• Own the commercial inputs — billable headcount, utilization and overtime against volume

• Protect scope — flag work taken on without a change request

• Keep the risk register and hypercare items current for the portfolio

• Own the portfolio reporting pack — WBRs, MBRs and client reports delivered on the committed day,every cycle

• Ensure client VOCs and incidents are logged in Jira and managed through to resolution per the SDplaybook

• Ensure coverage discipline across the portfolio: no leave without a named backup for deliverables dueduring the absence

• Hybrid work setup, with occasional on-site reporting as required by business needs

• Work coverage or scope may be adjusted based on operational requirements

KEY PERFORMANCE INDICATORS

• SLA attainment across the portfolio — response, dispatch and resolution within committed per-accounttargets

• Queue health — zero work orders, cases or emails unactioned beyond threshold; zero missed shifthandovers

• Telephony — ASA, abandon rate and hold time within target; 100% of missed calls returned within theshift

• Quality — QA score at or above target across voice and work order handling, calibrated with the client

• Repeat escalations — zero recurrence of a root cause already closed

• Coverage — adherence at target; no shift uncovered; no critical role without a named backup

• Governance — 100% of committed WBRs, MBRs and client reports delivered on the committed day

• Commercial — overtime within approved threshold; no unbilled scope carried beyond a cycle

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• Bachelor's Degree

• Or equivalent work experience

Work experience required / desired:

• Proven 7+ years in service delivery or operations management, including 3+ years leadingthrough Team Managers or Supervisors

• Service operations background — dispatch, work order management, field servicecoordination, service desk or inbound customer service — in a BPO or shared-servicesenvironment

• Experience running extended-hours or 24/7 shift operations across multiple accounts

Communications skills required / desired:

• 10/10

MS Office applications proficiency required / desired:

• Advanced

Other qualifications:

• Prefer with multi-account portfolio ownership experience in a 24/7 service operation

• Proven strong leadership and Influencing skills

• Strong ability to coach and motivate Team Members.

• Excellent time management skills and the ability to prioritize work.

• Results-oriented and strong organizational skills.

• Excellent written and verbal communication skills.

• Understands the work order lifecycle end to end, and where it usually breaks — intake, dispatch,endorsement, and the handoff into billing

• Able to read a queue and aging report, an interval-level telephony report and an adherence report,and ask the right questions on backlog, coverage and outliers

• Comfortable holding a Team Manager to an evidence-based performance conversation, and followingit through to due process when it does not move

• Credible with a client's service manager or operations director, including when a site or customer hasbeen affected

• Familiarity with CMMS and work order platforms, client service portals, CRM and ticketing tools, andtelephony reporting such as Talkdesk, RingCentral or WebEx

• Experience stabilizing an account from transition into steady state, or recovering one in hypercare, isa strong plus