Service Delivery Operations Manager

About the role

This is a full-time position based in our Cubao, Quezon City office.

• Operational Management and Service Delivery Oversight Oversee daily operations of FSS, Service Desk, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Drive operational stability and ensure timely resolution of incidents and service requests. Ensure proper coordination between operational units and support teams.
• Client and Escalation Management Act as primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure proper communication and timely updates to clients during critical incidents.
• Lead recovery actions for operational gaps, SLA risks, and client escalations.
• Build and maintain strong professional relationships with clients and stakeholders.
• Team Leadership and People Management Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and operational alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and team development initiatives.
• Performance Monitoring and Continuous Improvement Analyze operational reports, workforce trends, SLA performance, and productivity metrics.
• Identify process gaps and implement operational improvements. Standardize operational procedures, documentation, and escalation processes.
• Ensure adherence to internal policies, client processes, and compliance requirements.
• Lead initiatives related to operational optimization, automation, and efficiency.
• Workforce and Resource Management Oversee manpower allocation, scheduling strategies, and operational coverage. Ensure proper utilization of field engineers, service desk agents, and support teams.
• Coordinate with Workforce and Reporting teams regarding staffing forecasts and performance analytics.
• Monitor attendance, productivity, and operational compliance across all SDG teams. Reporting and Governance Review and validate operational reports, incident reports, client updates, and performance dashboards.
• Ensure accurate documentation of escalations, coaching logs, corrective actions, and operational findings. Present operational updates and recommendations to management when necessary.
• Support audit requirements and operational governance initiatives

• Bachelor’s degree in information technology, Computer Engineering, Business Administration, Management, or related field. (Six Sigma and/or ITIL certification is ideal but not required.)
• Extensive experience handling Managed Services Operations, Service Desk, Field Support Services, and Client Operations in an IT/BPO environment
• Minimum: At least 7 years of combined supervisory or managerial experience in operations or service delivery
• Strong background in service delivery management, client relationship management, escalation handling, workforce management, SLA governance, operational analytics, process improvement, and people leadership
• Can start asap.