Service Delivery Manager – Omnichannel Service Desk
Gratitude IncService Delivery Manager – Omnichannel Service Desk
Job Description
Key Skills
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Location: Taguig
Experience: 3+ Years as Operations Manager
Work Setup: Onsite
Shift: Night Shift
Headcount: 5
The Opportunity
Lead a multilingual Omnichannel Service Desk and take ownership of service delivery, client satisfaction, operational performance and financial results.
We’re looking for an experienced Service Desk leader who can drive SLA performance, strengthen client relationships and deliver measurable business improvements.
What You’ll Do
Lead end-to-end Omnichannel Service Desk operations.
Manage multilingual teams and drive SLA, quality and customer satisfaction.
Build strong relationships with key client stakeholders.
Own P&L and financial performance.
Monitor service performance, identify risks and drive improvement initiatives.
Lead service reviews, reporting and governance meetings.
Coordinate SMEs and cross-functional teams to resolve critical issues.
Partner with senior management on client growth and account strategy.
Ensure teams are prepared for operational and process changes.
Remove barriers impacting customer satisfaction and financial performance.
Must Have
Bachelor’s degree.
3+ years as an Operations Manager in an Omnichannel Service Desk environment.
Proven experience managing multilingual teams.
Strong P&L and financial management experience.
ITIL certification – mandatory.
Strong client, stakeholder and service-delivery management skills.
Interested? Share your updated CV highlighting your Service Desk leadership, multilingual team management, P&L ownership, ITIL certification and client-management experience.
Role
Account Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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?
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