Service Delivery Manager — Service Operations

Origo BPO; Philippines; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Job summary

Origo BPO Pty in the Philippines seeks a Service Delivery Manager — Service Operations to oversee a portfolio of 24/7 accounts, including dispatch, work orders, service desk, and inbound support. You will lead Team Managers and drive process improvements, ensuring timely responses and flawless handovers between shifts.

The role requires managing multiple accounts, owning escalations, and maintaining client satisfaction while coordinating with billing, operations, and service delivery governance.

Qualifications

• 7+ years in service delivery or operations management.
• Experience leading teams of managers or supervisors.
• Experience in 24/7 multi-account BPO operations.

Responsibilities

• Set delivery standards across the portfolio with weekly review.
• Lead Team Managers across accounts and shifts.
• Own 24/7 shift coverage including after-hours routing.
• Sustain client relationships and governance through WBRs/MBRs.
• Lead incident management and continuous improvement initiatives.

Skills

Bachelor's Degree

Leadership

Stakeholder Management

Time Management

Communication

Education

Bachelor's Degree

Tools

CMMS

CRM Systems

Ticketing Tools

Job description

Service Delivery Manager — Service Operations

About the job Service Delivery Manager — Service Operations

ABOUT THE ROLE

The Service Delivery Manager owns a portfolio of Service Operations accounts — dispatch and work order management, service desk, and inbound customer service, running on extended-hours or 24/7 coverage. The role is accountable for what reaches the client’s sites and customers: that work orders are dispatched and closed, that calls and emails are answered inside the window, and that nothing 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 after hours
• 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 intake lag 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 unactioned beyond the agreed threshold
• Make shift handover a controlled process — a documented endorsement every shift, and an incident raised 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 QA numbers, taken to a root cause and an action plan
• Own the client relationship at operational and senior operational level — WBRs, MBRs and service reviews
• Run the QA cycle across voice and work order handling, calibrated with the client where they audit as well
• 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 SD playbook
• Ensure coverage discipline across the portfolio: no leave without a named backup for deliverables due during 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-account targets
• Queue health — zero work orders, cases or emails unactioned beyond threshold; zero missed shift handovers
• Telephony — ASA, abandon rate and hold time within target; 100% of missed calls returned within the shift
• 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

Work experience required / desired:

• Proven 7+ years in service delivery or operations management, including 3+ years leading through Team Managers or Supervisors
• Service operations background — dispatch, work order management, field service coordination, service desk or inbound customer service — in a BPO or shared-services environment
• Experience running extended-hours or 24/7 shift operations across multiple accounts

Communications skills required / desired:

• 10/10
• 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 following it 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 has been affected
• Familiarity with CMMS and work order platforms, client service portals, CRM and ticketing tools, and telephony reporting such as Talkdesk, RingCentral or WebEx
• Experience stabilizing an account from transition into steady state, or recovering one in hypercare, is a strong plus