SERVICE DELIVERY MANAGER – OMNICHANNEL SERVICE DESK

Gratitude Inc

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SERVICE DELIVERY MANAGER – OMNICHANNEL SERVICE DESK

3-7 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Profit & Loss (P&L) Operation Management Bachelor's Degree ITIL Certified and manage team performance against KPIs and SLAs.

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Job Title: SERVICE DELIVERY MANAGER – OMNICHANNEL SERVICE DESK

Job Category: Business Consulting & IT Strategy
Work Setup: Onsite – Taguig
Work Shift: Night Shift
Salary: Negotiable

We are looking for an experienced Service Delivery Manager to lead service delivery operations within an omnichannel Service Desk environment. The ideal candidate will have strong experience in operational leadership, client management, financial performance, service improvement, and multilingual team management.

KEY RESPONSIBILITIES

Build and maintain strong relationships with key client stakeholders.
Drive successful service delivery through SLA achievement and strong service performance.
Monitor end-to-end service performance and proactively address issues and opportunities.
Communicate effectively with clients, operations teams, and senior management.
Collaborate with senior management on client account management and growth.
Ensure operations teams are informed and prepared for changes.
Develop service reports and lead service delivery meetings.
Coordinate additional resources, including SME teams, when required.
Remove obstacles affecting customer satisfaction and financial performance.
Lead service improvement initiatives when delivery does not meet client expectations.
Work with clients and operations teams to proactively identify service improvement opportunities.
Take accountability for overall project delivery and service performance.
Follow established service delivery best practices and processes.
Create and maintain accurate Financial Status Reporting.
Work closely with local management, colleagues, and clients to resolve requests and escalations.
Maintain quality standards in line with agreed metrics.
Ensure identified quality deficiencies are addressed promptly.
Provide required service delivery reports and support multiple clients as necessary.
Identify potential issues and provide appropriate feedback to relevant team members or managers.
Identify opportunities for process improvement and ensure appropriate actions are implemented.
Ensure participation in planned meetings and adherence to project and local team processes.

KEY REQUIREMENTS

Bachelor’s degree or equivalent college degree.
Minimum of 3 years of experience as an Operations Manager within an omnichannel Service Desk environment.
Proven experience managing multilingual teams.
Proven experience managing Profit & Loss (P&L) and overall financial performance.
ITIL certification is required.
Demonstrated career stability; candidates with frequent job changes will not be considered.
Strong client management, communication, leadership, and problem-solving skills.
Proven experience managing service delivery against SLAs and operational performance metrics.

Role

Any Other

Timings

Night Shift (Permanent)

Industry

Other

Work Mode

Work from office

Process

Voice

Functional Area

Any Other

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