Service Delivery & Operations Manager

SuccessLink Outsourcing; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

SuccessLink Outsourcing is seeking a Service Delivery & Operations Manager to oversee end-to-end service delivery for multiple client accounts in Pasig. This on-site role requires ensuring SLAs, KPIs, productivity, staffing and quality are met, while driving process improvements and automation opportunities.

You will coach Account Managers, Supervisors, and Team Leaders, manage escalations, and partner with HR for workforce planning.

Qualifications

• Bachelor’s degree in Business, Operations Management, IT, or related field (equivalent experience may be considered).
• Proven service delivery management experience in outsourcing/BPO with customer satisfaction focus.
• Strong leadership, coaching, and talent development capabilities.
• Excellent communication and stakeholder management in English.

Responsibilities

• Lead daily operations across multiple client accounts.
• Own SLA, KPI, productivity, staffing, attendance, and quality.
• Coach and develop Account Managers, Supervisors, and Team Leaders.
• Manage escalations and drive corrective action plans.
• Provide operational reporting and insights to management.

Skills

Service delivery management

Stakeholder management

People management

Data analysis

Process improvement

Leadership

Communication

English proficiency

Education

Bachelor's degree

Tools

ITSM

ITIL

Job description

Role Description: The Service Delivery & Operations Manager is a full-time, on-site role based in Pasig. This position oversees end-to-end service delivery operations, ensuring that service levels, performance metrics, and quality standards are consistently met or exceeded across accounts. Day-to-day responsibilities include managing service delivery teams, coordinating with client stakeholders, analyzing operational data, and implementing process improvements for efficiency and customer satisfaction. The role also involves developing and enforcing operational policies, monitoring IT and support workflows, managing escalations, and driving corrective action plans. The manager collaborates closely with internal departments to align resources, optimize capacity, and ensure seamless execution of services in line with contractual commitments.

What You Will Do:

• Lead daily operations across multiple client accounts.
• Own SLA, KPI, productivity, staffing, attendance, and quality performance.
• Coach and develop Account Managers, Supervisors, and Team Leaders.
• Conduct account reviews and lead corrective action plans.
• Manage operational and client escalations.
• Partner with HR on workforce planning and staffing.
• Strengthen SOP compliance and business continuity.
• Identify opportunities for automation and process improvement.
• Provide clear operational reporting and insights to management.

Qualifications

• Strong service delivery management skills, including experience in Service Delivery Management and Service Delivery oversight.
• Proven ability to drive Customer Satisfaction through effective Customer Service practices and stakeholder management.
• Knowledge of IT Service Management principles and experience coordinating with IT support or technology teams.
• Background in operations management, process improvement, and performance monitoring in an outsourcing or BPO environment.
• Excellent leadership capabilities, including team management, coaching, and talent development.
• Solid analytical and problem-solving skills, with the ability to interpret data and implement action plans.
• Strong communication and interpersonal skills, with proficiency in English and the ability to present to clients and senior leaders.
• Bachelor’s degree in Business, Operations Management, IT, or a related field; equivalent experience may be considered.
• Willingness to work on-site in Pasig and manage shifting priorities in a fast-paced environment.