Service Delivery Manager

1 week ago

Tarlac City, Central Luzon, Philippines Intelegencia Full time ₱840,000 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: Php60, Php70,000.00 per month

Benefits:

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

Work Location: In person

  • Service Operations Manager

    2 weeks ago

    Tarlac City, Central Luzon, Philippines Ben Edictio Corporated Full time ₱420,000 - ₱780,000 per year

    This is Direct hire - Permanent role to our client -The salary range on this post is NOT the actual Budget of our client. Salary offer depends on your skills and experience and for approval of our client's management. They may still negotiate you.Specific position: Service Delivery Manager / Operations ManagerGraduate of Bachelor's Degree·Amenable to work...

  • Service Master

    1 week ago

    Tarlac City, Central Luzon, Philippines Max's Kitchen Inc. Full time ₱219,000 per year

    To contribute to the growth and profitability of store operations by providing excellent overall guest experience through service quality standards executionKey Result Area 1: Customer Satisfaction Delivery Through Product Quality Standards ExecutionConsistently implements service quality standards such as welcoming and seating guests, taking guests' orders,...

  • Purchasing Manager

    2 weeks ago

    Tarlac City, Central Luzon, Philippines BG Bros Pharmacy (The Generics Pharmacy ) Full time ₱900,000 - ₱1,200,000 per year

    A purchasing manager oversees and directs an organisation's procurement of goods and services, focusing on cost-effectiveness, quality, and timely delivery. Key duties include developing purchasing strategies, evaluating and selecting vendors, negotiating contracts and prices, managing supplier relationships, overseeing purchasing teams, and ensuring...

  • Account Management Associate

    1 week ago

    Tarlac City, Central Luzon, Philippines foodpanda Full time ₱900,000 - ₱1,200,000 per year

    foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock...

  • Restaurant General Manager

    1 week ago

    Tarlac City, Central Luzon, Philippines KFC Full time ₱900,000 - ₱1,200,000 per year

    Key Responsibilities:Overall Store Operations:Lead and manage all aspects of restaurant operations, ensuring alignment with brand standards and company policies.Ensure the restaurant meets or exceeds customer satisfaction goals through high-quality service and dining experiences.Monitor and evaluate operational processes to identify and address areas for...

  • Waiter/Delivery

    1 week ago

    Angeles City, Central Luzon, Philippines Eudoxia, Inc. Full time ₱150,000 - ₱250,000 per year

    Job Title: Waiter / Delivery ManCompany: Daraejung Korean RestaurantLocation: Block 12 Lot 13,15 & 16, Brgy, Grand Building, Fil-Am Friendship Hwy, Angeles, 2009 PampangaJob Description:Daraejung Korean Restaurant is hiring a reliable and hardworking Waiter/Delivery Man to join our team This role combines customer service inside the restaurant with food...

  • Project Manager

    3 days ago

    Tarlac City, Central Luzon, Philippines Trends Group, Inc. Full time ₱900,000 - ₱1,200,000 per year

    DUTIES AND RESPONSIBILITIES:Follow Project Management Framework and corporate processes to execute projects ensuring compliance with all deliverables and stage gate reviewsEnsure deliverables/milestones in project plans are achieved within cost, schedule, scope, quality and deliveryOwn, manage and drive assigned IT projects to their successful...

  • Customer Services Representative

    2 weeks ago

    Tarlac City, Central Luzon, Philippines YWA HUMAN RESOURCE CORPORATION Full time ₱250,000 - ₱500,000 per year

    About the role As a Customer Services Representative (Healthcare Seasonal Account) with YWA HUMAN RESOURCE CORPORATION', you will play a vital role in providing exceptional customer service to our clients in the healthcare industry. This is a full-time position based in Tarlac, Central Luzon, where you will be responsible for handling inbound customer...

  • Senior Manager-Consulting-Technology Consulting

    2 weeks ago

    Cebu City, Central Visayas, Philippines EXL Service Full time ₱2,000,000 - ₱2,500,000 per year

    Job Description: Essential Functions Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspectiveIT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.Managing Business Growth (Ramp-ups)Business Value Creation - Responsible for...

  • Service Desk Agent 2

    2 weeks ago

    Tarlac City, Central Luzon, Philippines TOA Global Full time ₱25,000 - ₱50,000 per year

    Service Desk Agent 2Location: Luisita, Tarlac CityShift: 9PM-6AM, Mon-FriArrangement: OnsiteUnlock your potentialService Desk II plays a vital role in delivering a seamless and positive experience for TOA Global's employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company...