Service Delivery Manager

18 hours ago

Taguig, National Capital Region, Philippines TWFS Full time ₱1,680,000 per year

The role of the Service Delivery Manager (SDM) is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

Requirements:

  • Bachelor's/College Degree in any field.
  • At least 2 years being a Service Desk Manager
  • Solid experience handling BPO Service Desk accounts
  • ITIL trained or certified
  • Experience in handling financials (profit&loss)
  • Amenable to work onsite in Taguig (100% RTO) on a night shift

Skills:

  • Client Management
  • Customer Service & Support
  • Help Desk/IT Services
  • Project Management

Job Responsibilities:

Client & Service Delivery

  • Build and maintain strong relationships with key client contacts.
  • Ensure successful service delivery and achievement of SLAs.
  • Monitor and improve end-to-end service performance using data and insights.
  • Collaborate with senior management to drive client satisfaction and account growth.
  • Prepare service reports and lead client service meetings.

Operations & Process Management

  • Coordinate with internal teams to ensure readiness for service changes.
  • Identify and implement service and process improvement initiatives.
  • Manage project performance, reporting, and compliance with company frameworks.

People Management

  • Lead, coach, and develop team members to achieve performance goals.
  • Conduct regular one-on-one meetings, performance reviews, and development plans.
  • Foster open communication, collaboration, and a positive team culture.
  • Handle onboarding, leave management, and adherence to company policies.
  • Recognize and reward team achievements.

Leadership & Values

  • Demonstrate integrity, accountability, and professionalism in all actions.
  • Uphold company values of quality, partnership, respect, and continuous improvement.
  • Promote a culture of learning, innovation, and service excellence.

Job Types: Full-time, Permanent

Pay: Up to Php140,000.00 per month

Benefits:

  • Additional leave
  • Company events
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • Are you ITIL-trained or ITIL-certified?
  • Do you have experience in handling financials, particularly profit and loss (P&L)? If yes, how many years of experience do you have?
  • Are you amenable to work onsite in Taguig (100% RTO) on a night shift?

Education:

  • Bachelor's (Required)

Experience:

  • Service Desk Manager: 2 years (Required)

Work Location: In person

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