Service Delivery Operations Manager
Muntinlupa Full-time
About the role
As the Service Delivery Operations Manager at PCWORX IT Solutions, you will be responsible for managing the smooth delivery of IT services to our diverse client base. In this critical role, you will lead a team of dedicated technicians and play a pivotal part in ensuring our clients receive exceptional support and solutions that exceed their expectations.This is a full-time position based in our Cubao, Quezon City office.
Duties and Responsibilities- 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.
Private AdvertiserMuntinlupa
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