Service Delivery Manager

Eclaro Business Solutions Incorporated

Taguig, Quezon City

7-12 Years

PHP 100,000 - 150,000 per month

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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

Spotlight

Office gym, Gifts on festivals, Maternity leaves, Paternity leaves, Annual leaves, Rewards & recognition, Performance bonus, Health & insurance, Health insurance, Life insurance, Mental health wellbeing

Education

Bachelors/ Degree

More Info

Job Type:

Permanent Job

Industry:

Lead Management

Role:

Operations Manager, Manager - Service Delivery

Function:

Customer Service/Call Centre/BPO

Employment Type:

Full time

Open to candidates from:

Philippines/Filipino

About Company

Eclaro Business Solutions Incorporated

ECLARO is an IT and Business Consulting Firm which was founded in the United States in 1999 and has offices in the US, Canada, Puerto Rico and here in the Philippines. We support a number of our American and other global clients from our office in Quezon City. ECLAROâ€™s core competency can be found in the recruitment, management, and administration of deploying contingent staff of highly skilled individuals in these specialized disciplines. ECLARO has developed a flexible array of service offerings from project work, to staff augmentation, permanent placement, outplacement, HR outsourcing, payroll and training.

Job ID: 145524845

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