Service Delivery Manager

The Service Delivery Manager (SDM) will be responsible for managing contact center operations and ensuring successful delivery of client and business program goals, SLAs, quality standards, and operational KPIs.

The SDM will lead Team Leaders/SMEs and collaborate closely with Workforce Management, Real-Time Analysts, Quality, Training, and other support functions to ensure consistent service delivery.

The role serves as a key point of contact for operational and client matters, manages escalations, drives performance improvements, and ensures appropriate resource planning and governance across the program.

Key Responsibilities

• Manage and develop a team of Team Leaders/SMEs to achieve client and business program goals.
• Own day-to-day service delivery and ensure achievement of agreed SLAs, KPIs, quality, productivity, and customer experience targets.
• Act as a key point of contact for client/customer operational matters in coordination with relevant workflow and program leaders.
• Receive, manage, and resolve client escalations in a timely and professional manner.
• Escalate significant client challenges or concerns to senior management and drive appropriate resolution.
• Review individual and team performance scorecards with Team Leaders and Quality teams.
• Ensure associates consistently meet required performance metrics.
• Establish operational targets and guidelines and monitor KPIs across teams.
• Collaborate with Training to identify skill gaps and opportunities for improving agent performance.
• Collaborate with Quality teams to identify trends and implement appropriate coaching and re-education plans.
• Mentor Team Leaders on performance management, coaching, employee engagement, and leadership.
• Champion employee development and performance management initiatives.
• Conduct effective resource planning to maximize utilization of people and technology.
• Collaborate with WFM and RTA teams to ensure appropriate coverage during priority periods.
• Manage staffing requirements during major operational or process changes to minimize service disruption.
• Stay current with process and change-management requirements and ensure changes are effectively implemented.
• Participate in preparation and analysis of contact center performance reports.
• Monitor operational systems and processes and drive corrective actions where required.
• Support budgeting and expense tracking in coordination with senior service delivery leadership.
• Review daily, weekly, and monthly timesheets and support end-of-month billing and invoicing activities.
• Drive program governance to ensure SLA and metric goals are supported through clear and measurable team and agent objectives.

Essential Skills

• Excellent contact center operations and service delivery knowledge.
• Strong leadership and people-management capabilities.
• Excellent problem-solving and logical reasoning skills.
• Strong client and stakeholder management skills.
• Excellent customer service orientation across call, chat, and email environments.
• Strong analytical skills and ability to interpret operational KPIs.
• Ability to identify root causes and develop effective corrective action plans.
• Strong performance-management and coaching capabilities.
• Excellent verbal and written communication skills.
• Professional, diplomatic, and empathetic approach when interacting with employees, clients, and customers.
• Strong attention to detail with the ability to think both tactically and strategically.
• Ability to work effectively in a fast-paced and occasionally ambiguous environment.

Qualifications & Experience

• 5+ years of Contact Center/Operations experience.
• Demonstrated experience managing teams within a contact center/BPO environment.
• Experience supporting 24x7 contact center operations.
• Strong knowledge of Service Level Agreements, Quality Assurance standards, and operational KPIs.
• Experience working collaboratively with WFM, RTA, Training, and Quality functions.
• Excellent spoken and written communication skills.
• Must be comfortable working onsite in Taguig during the 10:00 PM – 7:00 AM shift.