Service Delivery Manager

ECLARO is an award-winning professional services firm headquartered in New York City and

operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a

singular purpose: providing the Right People to meet every client's needs and solve business

challenges through strategic staffing, permanent placement, custom outsourcing & offshoring.

Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs

to promote innovation, automation and process improvement.

About the Role:

We are seeking a Service Delivery Manager to lead customer support operations (email, chat,

and voice) for a key client engagement. This role is responsible for driving service excellence,

managing performance, and ensuring strong alignment with client expectations in a high-

volume, SLA-driven environment.

Key Responsibilities:

• Lead and manage end-to-end service delivery for customer support operations

• Act as the main escalation point for internal teams and client stakeholders

• Drive performance against SLAs/KPIs (AHT, response time, quality, CSAT, productivity)

• Monitor ticket queues, workflows, and reporting via platforms like Zendesk

• Partner with stakeholders on workforce planning, staffing, and capacity management

• Establish and enforce QA frameworks, scorecards, and continuous improvement

initiatives

• Ensure accurate tracking, reporting, and insights across all operational metrics

• Oversee scheduling, attendance, and service continuity across teams

• Lead regular governance meetings, performance reviews, and client updates

• Manage team performance, coaching, and engagement to drive high-quality output

• Support hiring, onboarding, and training programs to strengthen team capability

• Drive knowledge management (SOPs, playbooks, decision trees) across teams

• Lead incident management, BCP coordination, and operational risk mitigation

• Promote employee engagement and retention in a fast-paced environment

Qualifications:

• 7+ years of experience in Service Delivery, Operations, or Client Services

• 3–5 years in a leadership role within customer support/contact center environments

• Experience managing offshore or distributed teams supporting global clients

• Strong background in SLA/KPI management and performance improvement

• Hands-on experience with Zendesk or similar CRM/ticketing tools

• Proven expertise in QA frameworks, coaching, and process improvement

11/F One Felicity Center, Commonwealth Avenue, Brgy. Holy Spirit, QC Philippines

• Experience in workforce management, scheduling, and capacity planning

• Strong analytical, problem-solving, and stakeholder management skills

• Excellent communication skills with the ability to engage senior stakeholders

• Experience in healthcare, dental, or similar industries is a plus

• Bachelor's degree in a relevant field preferred