Service Delivery Manager - Omnichannel Service Desk

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

Job Overview

We are looking for an experienced Service Delivery Manager - Omnichannel Service Desk to oversee end-to-end service delivery, operational performance, client relationships, and financial performance. The ideal candidate will have strong experience managing omnichannel Service Desk operations, multilingual teams, SLA-driven environments, and Profit & Loss (P&L).

Key Responsibilities

• Build and maintain strong relationships with key client stakeholders.

• Ensure successful service delivery through SLA achievement and strong CSAP/OSAP performance.

• Monitor end-to-end service performance and ensure agreed quality and operational metrics are met.

• Identify and communicate operational issues, risks, opportunities, and improvement areas.

• Collaborate with senior management on client account management and business growth initiatives.

• Ensure operations teams are informed and prepared for process, policy, and service changes.

• Prepare service reports and lead or sponsor service delivery meetings.

• Coordinate additional resources, including SME teams and specialized support, when required.

• Remove operational obstacles affecting customer satisfaction and financial performance.

• Communicate effectively across organizational boundaries and with stakeholders at all levels.

• Protect the long-term interests of both the client and the organization.

• Drive service improvement initiatives when service delivery does not meet client expectations.

• Work proactively with clients and operations teams to identify and implement service improvement opportunities.

• Take accountability for overall project and service delivery performance.

• Follow established service management and project delivery best practices.

• Create and maintain accurate Financial Status Reporting for the project.

• Partner with local management, colleagues, and clients to ensure service requests are resolved satisfactorily.

• Follow agreed escalation procedures and support requirements assigned by senior management.

• Maintain quality standards in accordance with agreed metrics and ensure identified deficiencies are addressed promptly.

• Submit required service delivery and operational reports within agreed timelines.

• Provide service delivery support across multiple clients when required.

• Provide timely feedback to team members and people managers regarding potential issues and improvement opportunities.

• Ensure planned meetings are initiated and attended as required.

• Ensure project and local team processes are implemented and consistently followed.

Required Qualifications

• Bachelor’s degree or equivalent college-level qualification.

• Minimum 3 years of experience as an Operations Manager within an Omnichannel Service Desk environment.

• Proven experience managing multilingual Service Desk teams.

• Proven experience managing Profit & Loss (P&L) and overall financial performance.

• ITIL certification is required.

• Strong experience in SLA, KPI, quality, service delivery, and client management.

• Excellent stakeholder management, communication, escalation, and problem-solving skills.

• Demonstrated ability to drive service improvement and operational excellence.

• Strong financial and reporting skills with experience in maintaining financial performance reports.

• Stable employment history with no frequent job changes.

Additional Requirements

• Must be willing to work onsite in Taguig City.

• Must be amenable to a night-shift schedule.

• Candidates who are current or former employees of CGI are not eligible for this position.

Pre-Screening Questions

1. How many years of experience do you have as an Operations Manager?

2. How many years of experience do you have managing an Omnichannel Service Desk?

3. Please describe your experience managing multilingual Service Desk teams.

4. Do you have experience managing Profit & Loss (P&L)?

5. Are you ITIL-certified?

6. What is your last drawn salary?

7. What is your expected salary?

8. Are you amenable to working onsite in Taguig City on a night-shift schedule?

9. When would you be available to start if selected?