Service Delivery Manager
3 weeks ago
Overview
Service Delivery Manager Sdm – Taguig. Posted today.
Job DescriptionWe are seeking highly driven and experienced Service Delivery Managers to join our dynamic eCommerce operations team. In this key leadership role, you will oversee multiple accounts and large teams, ensuring optimal service delivery and client satisfaction within a fast-paced BPO environment. If you have a strong background in customer service, back-office operations, and people management, and are passionate about operational excellence, this is the role for you.
Note: This description consolidates the core responsibilities and qualifications from the posted listing and retains the original language focus on service delivery leadership, client satisfaction, and operational excellence.
Key Responsibilities- Lead and manage teams of 100–150 FTE across multiple accounts (not exceeding 20), including GL clients and staff.
- Drive performance by establishing and monitoring KPIs and SLAs, ensuring delivery excellence across all accounts.
- Collaborate with SSDM/HOD to implement process improvements and strategic plans.
- Work closely with Workforce Management for optimized scheduling.
- Ensure quality standards for both voice and non-voice transactions.
- Champion process documentation (SOPs, KCRPs) and initiate process excellence projects.
- Provide coaching, mentorship, and succession planning for Group Leaders.
- Conduct training sessions, performance reviews, and operational interviews.
- Liaise regularly with internal and external stakeholders for performance reporting and business reviews.
- Handle client escalations with a sense of urgency and professionalism.
- Enforce company policies and support performance improvement plans (PIP) when necessary.
Required:
- Proven experience managing large teams (100+ FTE) in an eCommerce, back-office, or customer service setting (BPO).
- Strong background in Service Delivery, Client Management, and People Management.
- Experience in developing and analyzing operational statistics.
- Proficiency in MS Office and Google Workspace.
- Familiarity with Quality Tools: RCA, Pareto, Ishikawa, Six Sigma, DMAIC.
- Understanding of key business metrics, billing, payroll, pricing, and P&L management.
- Excellent verbal and written communication skills.
- Strong leadership, project management, and analytical skills.
- Ability to thrive in a fast-paced, constantly evolving environment.
- Capable of managing multiple priorities with accuracy and timeliness.
Preferred (Good to Have):
- Working knowledge of at least one international eCommerce platform/tool.
- Experience with auditing and advanced data analysis.
- Capacity planning expertise.
EEO information and inclusion language appear in the original posting. We promote a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.
#J-18808-Ljbffr-
Service Delivery Manager
2 weeks ago
, Metro Manila, Philippines Agilitec IT Full timeOverview Employer: An MSP company located in Las Vegas, Nevada Work Set up: Remote Working Schedule: Pacific Standard Time Salary: $2,000 - $2,500 Benefits: 13th Month Pay HMO & Gov. Contribution Allowance on top of the salary (After a 90-day probationary period) Personal Time Off (After a 90-day probationary period) Position Overview We are seeking an...
-
Service Delivery Manager
3 weeks ago
, Metro Manila, Philippines SupportNinja Full timeWork Set Up: 1 for Onsite The Sactum in Quezon City and 1 for Hybrid at The Sactum in Quezon City Type of Contract: Full-Time The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to clients, ensuring high levels of client satisfaction, managing financial aspects of program management, and leading a team of managers....
-
Service Delivery Consultant
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeService Delivery Consultant – Philippines Posted 1 day ago Job Description The opportunity: The role of a Cloud Service Delivery Manager (internal job title) is to manage the end-to-end delivery in Manila. This includes collaborating with cross-functional teams to ensure client requests are delivered on time and issues are resolved accordingly. You are...
-
Payroll Service Specialist
4 days ago
Manila, National Capital Region, Philippines HR Manager Full time ₱1,200,000 - ₱2,400,000 per yearCompany DescriptionCDP Group, founded in 2004, is the leading HCM SaaS+ platform provider in China. We offer a comprehensive scenario-based offering that integrates cloud-based value-added services for payroll, benefits, talent acquisition, talent development, and workforce management. With over 900 customers spanning 45 key industry verticals, we are known...
-
Service Delivery, Supervisor
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeOverview The Service Delivery Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to...
-
Service Delivery Manager
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeService Delivery Manager – Philippines Posted 1 day ago Location: Makati • Hybrid Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead. In this role you will lead and support incident response teams in detecting, managing, and recovering from...
-
Delivery Manager
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeJob description: Work with market partners to realize the full capability of Marketo in Asia. He/she will be responsible for delivery and support of Asia-specific client solutions, customizations, extensions, configurations, and integrations. He/she will be in charge of design, development, testing, and change management. Drive highly visible Marketo...
-
Service Delivery Manager
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeJob Overview We are seeking a highly organized and detail-oriented Project Manager with a legal background to manage client consulting projects and ensure compliance with legal, contractual, and regulatory requirements. This role combines project leadership with legal and compliance oversight, ensuring that deliverables are aligned with client objectives,...
-
Finance Service Delivery Leader
3 weeks ago
, Metro Manila, Philippines Buscojobs Full timeOverview Job description for Finance Service Delivery Management based at New Epta Philippines address: Lot 126-A Magsaysay Road, Brgy. San Antonio, San Pedro Laguna. Lead and manage the Finance Service Delivery team supporting APAC and EMEA markets. Drive operational governance, process management, and monitor key performance measures. Provide support for...
-
Service Delivery Senior Director
4 weeks ago
, Metro Manila, Philippines SupportNinja Full timeOverview Start Date: ASAP Work Setup: Remote - But will need to travel to Sanctum and Hideout when needed (Hybrid) Job Summary An assertive character that can work independently, yet function in a team environment Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational...