Service Delivery Manager

4 days ago


Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱780,000 per year

We 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.

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.

Qualifications

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.

Job Type: Full-time

Pay: Php55, Php65,000.00 per month

Benefits:

  • Additional leave
  • Company events
  • Flextime
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person


  • Delivery Rider

    1 week ago


    Antipolo City, Calabarzon, Philippines DJ buyers block corporation Full time ₱20,000 - ₱40,000 per year

    About the role Become a Delivery Rider with DJ SHOP and be a key part of our mission to provide fast and reliable delivery services. As a Delivery Rider, you will be responsible for safely and efficiently delivering packages to customers. This is a contract role with the flexibility time on work.What you'll be doingDeliver package orders from Main office to...

  • Delivery Driver

    6 days ago


    Antipolo City, Calabarzon, Philippines Innovention Food Resources, Inc. Full time

    A Delivery Driver is responsible for safely transporting packages and other goods from the warehouse to the different delivery areas following a specific route. Your duties include loading the items to the delivery van, to arrive at the right address at the right time. Delivery Drivers have a variety of duties in addition to driving their routes and making...

  • Branch Supervisor

    6 days ago


    Paranaque City, Calabarzon, Philippines Golden Delivery Service Corp. Full time ₱300,000 - ₱360,000 per year

    Operations Management:Oversee all daily logistics activities, including shipping, receiving, and distribution, to ensure timely and accurate product movement.Staff Management:Manage and schedule delivery personnel, assign tasks, and monitor their performance to ensure operations run smoothly.Route and Inventory Management:Prepare daily delivery routes,...


  • Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱1,500,000 - ₱2,500,000 per year

    Analyze and maintain all Client Service Level Agreements; implement improvement plans as neededPartnering with Business Development to leverage and expand new business from client(s)Maintain and grow revenue of program(s); responsible for profitability, including revenue, margins, billing, seat utilization, and retentionProduce solid and effective strategies...

  • Delivery Helper

    1 week ago


    Antipolo City, Calabarzon, Philippines Innovention Food Resources, Inc. Full time ₱150,000 - ₱250,000 per year

    Assists the driver with the delivery of goods to various clients/customersLoad and unload these goods from the delivery vehiclesCheck the items for deliveriesMaintains accurate records and reports of deliveriesObtaining customers' signatures as an acknowledgment of having received the delivered itemsReporting all delivery related concerns to immediate...

  • Delivery Rider

    6 days ago


    Antipolo City, Calabarzon, Philippines Gate Security Services Full time ₱160,000 per year

    Clarifying your scheduled and anticipated deliveries before each shift begins.Fetching, checking, and signing for parcels at their respective collection points.Taking special care to load the parcels into your bag or vehicle in a safe manner.Devising and choosing the most effective routes.Transporting items to drop-off points.Answering recipients' questions...

  • Delivery Driver

    6 days ago


    Paranaque City, Calabarzon, Philippines Helpro Service Cooperative Full time ₱114,162 - ₱228,324 per year

    DELIVERY ITEM : NISSIN BISCUITS6 WHEELS50 ALLOWANCE PER DAYFAMILIAR OF GOOGLE MAP OR WAZE UPFAMILIAR IN NCR AREAWITH SSS,PAGIBIG,PHILHEALTH,TINNBI OR POLICE CLEARANCECAN START ASAPKindly contact Chat me on myFB: HR Jaja FB: HR Jah SUBJECT; POSITION_LAST NAME/AGE/CP#/LOCATIONSend your CV/RESUME to or Job Type: Full-timePay: Up to Php19,027.29 per...

  • cod admin

    4 days ago


    Paranaque City, Calabarzon, Philippines Golden Delivery Service Corp. Full time ₱150,000 - ₱250,000 per year

    Job Description:We are looking for a reliable and detail-oriented COD Admin to join our team. The COD Admin will be responsible for handling day-to-day cash-on-delivery (COD) transactions, monitoring rider collections, preparing reports, and assisting in administrative tasks to ensure smooth branch operations.Responsibilities:Monitor and reconcile riders'...


  • Paranaque City, Calabarzon, Philippines Golden Delivery Service Corp. Full time ₱216,000 - ₱276,000 per year

    Market Research and Analysis:Conducting market research to identify trends, consumer needs, and new business opportunities.Analyzing competitor products, pricing, and strategies to identify strengths and weaknesses.Sales and Relationship Management:Developing and maintaining strong relationships with existing and potential customers.Generating leads,...


  • Lipa City, Calabarzon, Philippines Suy Sing Commercial Corporation Full time ₱150,000 - ₱250,000 per year

    Overall purpose:To coordinate with sales, customers, & delivery personnel to provide timely feedback and increase customer satisfaction with our delivery service.Major responsibilities:Monitors delivery trucks to ensure on time arrival to customerProvide feedback and solution to customer complaints on late delivery, short packing, short delivery, wrong...