Service Delivery Manager - Omnichannel Service Desk
Gratitude IncService Delivery Manager - Omnichannel Service Desk
Job Description
Key Skills
2 candidate(s) have already applied for this Job. Apply now
Service Delivery Manager – Omnichannel Service Desk
Location: Taguig, Philippines
Work Setup: Onsite
Shift: Night Shift
Lead Service Excellence. Drive Performance. Shape Client Success.
Are you an experienced Service Delivery or Operations Manager who thrives in a fast-paced, client-focused IT service environment?
We are looking for a Service Delivery Manager – Omnichannel Service Desk to lead service excellence, operational performance, financial outcomes, and client satisfaction across a dynamic omnichannel Service Desk environment.
This is an excellent opportunity for a results-driven leader who can confidently manage multilingual teams, client relationships, SLAs, service improvements, and P&L performance while partnering with senior stakeholders to drive sustainable account growth.
What You'll Be Responsible For
- Build and maintain strong relationships with key client stakeholders.
- Own end-to-end service delivery and ensure consistent achievement of agreed SLAs, quality, CSAT/OSAT and performance targets.
- Monitor operational, customer and financial performance and proactively address gaps.
- Manage and maintain P&L and financial performance, including accurate financial status reporting.
- Lead service improvement initiatives to enhance customer experience, operational efficiency and business outcomes.
- Identify potential risks, issues and opportunities and communicate them effectively across stakeholders.
- Partner with senior management on client account management, strategic initiatives and growth opportunities.
- Lead service delivery meetings and provide clear, accurate and actionable service reports.
- Coordinate additional resources, SMEs and cross-functional teams when required.
- Remove operational barriers affecting customer satisfaction, service quality or financial performance.
- Ensure operations teams are prepared for process, technology and organizational changes.
- Collaborate effectively across organizational levels and functions.
- Ensure project and local processes, quality standards and escalation procedures are consistently followed.
- Provide leadership and accountability for overall project and service delivery performance.
- Proactively identify opportunities for process optimization and continuous improvement.
- Support multiple clients and strategic requirements as needed.
Mandatory Qualifications:
- Bachelor's degree or equivalent college qualification.
- Minimum 3 years of experience as an Operations Manager within an omnichannel Service Desk environment.
- Demonstrated experience managing multilingual teams.
- Proven experience managing P&L, budgets and overall financial performance.
- ITIL certification is required.
- Strong background in service delivery, client management, SLA management and continuous improvement.
- Excellent communication, stakeholder management and problem-solving skills.
- Strong ability to work with senior leaders, clients and cross-functional teams.
- Demonstrated career stability with a strong track record of performance.
We're looking for someone who is:
Client-focused and commercially aware
Data-driven and financially accountable
Strong in operational leadership
Experienced in multilingual team management
Confident engaging senior stakeholders
Passionate about service excellence and continuous improvement
Able to manage competing priorities in a high-pressure environment
Why Consider This Opportunity?
This role offers the opportunity to take ownership of a high-impact service delivery function, influence client outcomes, lead diverse teams, and contribute directly to both operational excellence and financial performance.
If you have the ITIL certification, omnichannel Service Desk leadership experience, multilingual team management background and P&L ownership we're looking for, we'd love to hear from you.
Ready to take your service delivery career to the next level? Apply now.
Role
Operations Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
1 - 17 Year(s)
₱ 38 - ₱ 60.95K p.m
Manila, Philippines
CSR Financial account(SNL)-Wns Eastwood
Gratitude Inc0 - 15 Year(s)
₱ 10 - ₱ 15K p.m
Manila, Philippines
Multilingual Language – Thai
Gratitude Inc0 - 3 Year(s)
₱ 34.75 - ₱ 11002.73K p.m
Manila, Philippines
CSR:BFSI /Trust and safety Account (SQL) TP Vertis N
Gratitude Inc1 - 8 Year(s)
₱ 20 - ₱ 60K p.m
Manila, Philippines
Senior Staff Accountant - Supervisor
Gratitude Inc4 - 25 Year(s)
₱ 60 - ₱ 65K p.m
Manila, Philippines
CSR Video sharing account -Cognizant Vertis N
Gratitude Inc1 - 23 Year(s)
₱ 25 - ₱ 35K p.m
Manila, Philippines
Operations Lead-QC
Gratitude Inc10 - 26 Year(s)
₱ 100 - ₱ 125K p.m
Manila, Philippines
2 - 20 Year(s)
₱ 30 - ₱ 35K p.m
Manila, Philippines
0 - 1 Year(s)
₱ 20 - ₱ 25K p.m
Manila, Philippines
1 - 2 Year(s)
₱ 90 - ₱ 120K p.m
Manila, Philippines