Service Delivery Manager
Eclaro Business Solutions Incorporated Taguig
Job Description
- Experience & Qualifications for Dedicated Service Delivery Manager7+ years of progressive experience in Service Delivery, Operations Management, or Client Services roles, with at least 3–5 years in a leadership capacity overseeing customer support or contact center operations (email, chat, and voice)
- Demonstrated experience managing offshore or distributed teams, preferably within the Philippines, supporting US-based clients and customers in a high-volume, SLA-driven environment
- Proven ability to manage and improve performance against defined SLAs and KPIs, including but not limited to response times, resolution times, productivity metrics, quality assurance scores, and customer experience indicators
- Hands-on experience working within customer support platforms such as Zendesk or similar ticketing/CRM systems, with the ability to interpret dashboards, analyze performance data, and drive operational improvements based on insights
- Strong background in Quality Assurance (QA) frameworks, including the development and implementation of QA scorecards, calibration processes, and coaching models to improve agent performance and consistency
- Experience designing, implementing, or enhancing training programs in a customer support or contact center environment, including onboarding, nesting, and continuous learning initiatives to address knowledge and performance gaps
- Demonstrated ability to operate effectively in ambiguous or evolving environments, including client engagements where roles, responsibilities, and expectations may not be fully defined or may shift over time
- Proven experience managing client relationships at multiple levels, including the ability to navigate challenging or high-pressure situations, align expectations, and provide clear, data-driven recommendations to stakeholders
- Strong workforce management (WFM) and operational planning experience, including capacity planning, queue management, scheduling, and aligning staffing levels to fluctuating work volumes
- Experience leading teams through change management initiatives, including policy changes (e.g. work-from-home vs. office-based models), process transformations, and performance improvement efforts while maintaining team engagement and minimizing attrition
- Demonstrated ability to build structure and operational discipline within teams, including establishing daily/weekly cadences, reporting frameworks, escalation paths, and performance management processes
- Strong analytical and problem-solving skills, with the ability to perform root cause analysis (RCA), identify systemic issues, and implement sustainable solutions across people, process, and technology dimensions
- Excellent communication skills (written and verbal), with the ability to interact effectively with both frontline associates and senior client stakeholders, including presenting performance results, risks, and recommendations in a clear and professional manner
- Experience in healthcare, dental, medical device, or related customer support environments is preferred but not required; candidates must demonstrate the ability to quickly learn and support complex, domain-specific products and workflows
- Bachelor's degree required; degree in Business, Operations, Communications, or a related field preferred
- Office gym, Gifts on festivals, Maternity leaves, Paternity leaves, Annual leaves, Rewards & recognition, Performance bonus, Health & insurance, Health insurance, Life insurance, Mental health wellbeing
Our ClientsTaguig
Service Delivery – Finance Operations (Staff to Manager Levels)
Levels Covered: Analyst, Sr Analyst, Team Lead, Manager
Job Summary
Location: BGC
Work Setup: Onsite
Schedule: Monday–Friday
Shift: Morning
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