Service Delivery Manager

2 days ago

Rizal, Philippines Intelegencia Full time

  • Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
  • Monitor KPIs and SLAs across all accounts and ensure service excellence.
  • Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
  • Work with Workforce Management for scheduling needs across accounts.
  • Lead process documentation and quality improvement projects.
  • Conduct training sessions and support leadership development of team members.
  • Regularly report account performance and updates to senior management and clients.
  • Manage client communication, handle escalations, and present account reviews.
  • Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.
  • 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
  • Strong knowledge of Quality Methodologies (RCA, Pareto, Ishikawa, Six Sigma, etc.).
  • Experience in operational data analysis and reporting.
  • Understanding of key metrics, penalty-driven metrics, and P&L.
  • Proficiency in MS Office and Google Docs.
  • Strong leadership, people management, and decision-making skills.
  • Excellent verbal and written communication skills.
  • Project management, capacity planning, and client management experience.
  • Experience in process documentation, auditing, and training delivery.
  • Ability to work in a fast-paced, dynamic environment, handling multiple tasks with accuracy and timeliness.

Nice to Have:

  • Knowledge of quality tools and approaches (DMAIC, RCA).
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