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

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