Service Delivery Manager

Location: Taguig, Philippines

Work Setup: Onsite

Shift: Night Shift

Start Date: ASAP

Job Summary

We are seeking an experienced Service Delivery Manager to oversee client service delivery and operational performance within a Financial Services back-office environment.

The ideal candidate will have strong experience in operations management, SLA/KPI performance, client relationship management, service governance, people leadership, and process improvement.

Key Responsibilities

Manage end-to-end service delivery and operational performance.
Drive SLA/KPI achievement and customer satisfaction.
Build strong relationships with clients and key stakeholders.
Lead service reviews, governance meetings, and performance reporting.
Identify and implement continuous improvement initiatives.
Partner with operations and senior leadership to resolve issues and improve service quality.
Ensure teams are prepared for process and service changes.
Monitor overall account performance and support business growth.
Maintain effective operational and financial performance reporting.

Qualifications

3+ years’ experience as an Operations Manager in Financial Services back-office operations.
Strong knowledge of SLA/KPI management and operational governance.
Experience managing clients, stakeholders, or business partners.
Strong leadership, accountability, communication, and problem-solving skills.
Proven process improvement experience.
College graduate.
Stable employment history preferred; job hoppers are not preferred.
Must not be a current or former employee of CGI.

Ideal Candidate

Qualified candidates are encouraged to apply.

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

Banking / Financial Services

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