Operations/Service Delivery Manager (BPO) - For future opening
Pasig, Philippines
3d ago

Position Description

A service delivery manager's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and leading the overall contact center operations team in delivering the service to the clients based on agreed service level agreements.

The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.

Your future duties and responsibilities

Manages overall service delivery to achieve agreed service targets

Establishes and maintains good working relationships with customer, suppliers, and other stakeholders, at both strategic and operational levels, including any part of the service provided by internal or external subcontractors

Monitors and reports on financial performance, and ensures margins are achieved as needed, and if necessary, proactively puts margin improvement plans in place

Monitors service component Quality, Capacity, Availability, Incidents & Problem trends and initiates actions

Ensures protection of Client and CGI assets & components by tight control of Configurable Items and related information

Plans and implements Service Continuity

Understands and publishes required SLA Reports through CGI or industry standard Service Management tools

Gains CGI-specific competencies like CPMF, MPMF, CGI Management Foundation, CMF, BEMF, OMF, BUMR and IMF and apply as necessary in assigned engagement

Participates in service delivery reviews and closure of audit / review findings

Gains experience in implementation of the CGI Gating process during handover from transition / Transformation and Service Acceptance activities

Leads and drives Continual Service improvement initiatives to achieve full Client and Shareholder outcomes

Ensures service change is properly managed, with cost and timescale adjustments passed on to the customer using an agreed documented procedure, and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied

Conducts formal customer satisfaction surveys (OSAP / CSAP) on a regular basis (semi-annual / annual), and action feedback to effect service improvements where necessary

Ensures the members are meeting and exceeding expectations with regards to performance, meeting defined metrics / benchmarks, and that standards and processes are followed


Required qualifications to be successful in this role

Bachelor’s Degree in any discipline

Preferably ITIL Foundation certified

At least 5 years of experience as Team Lead or 2 years of experience as Service Delivery Manager in the call center, customer service or any related service line, preferably in BPO

Exceptional verbal and written communication skills

Excellent facilitation and presentation skills

Proficient skills in People and Situational Management

Highly analytical with efficient problem solving skills

With Good Facilitation and Mentoring Skills

Skilled in team and relationship building with all key stakeholders

Proficient in MS office application

Competent interpersonal skills (empathy, verbal agility, etc.)

Efficient in time management to perform all necessary deliverables

Must have internet at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)

Amenable to work in shifting schedules

Willing to work in Taguig and / or Pasig

  • Leadership
  • Customer Experience Management
  • What you can expect from us

    Build your career with us.

    It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

    At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.

    All of our professionals benefit from the value we collectively create.

    Be part of building one of the largest independent technology and business services firms in the world.

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