Service Delivery Manager || Bpo || Onsite

Responsibilities

Delivery Management

Enhance operational effectiveness and efficiency by collaborating with various support functions, including Recruitment, Training, Quality, Workforce, HR, Finance, etc.

Initiate and implement strategic initiatives, ensuring deliverable quality and fostering positive team relationships to achieve operational excellence.

Drive process improvement by evaluating and refining current procedures and workflows alongside the team, utilizing methodologies such as Six-Sigma, DMAIC, and LEAN.

Define operational objectives and work plans, holding regular meetings to optimize productivity, expand product knowledge, and increase customer satisfaction.

Contribute to business development efforts by creating and presenting business reviews with internal and external stakeholders.

Client Relationship

Lead and oversee complex client engagements by identifying, designing, and implementing innovative business solutions for the organization.

Cultivate strong client relationships, deliver exceptional customer service, proactively assess client needs, and execute appropriate actions to address those requirements.

Financial Management

Direct annual budgeting and planning process for the organization's annual budget

Oversee short and long-term financial and managerial reporting

Manage Profit and Loss of the programs handledOther tasks assigned by the immediate reporting manager as needed by the business

Requirements

Bachelor's degree in IT or related field required; postgraduate qualifications preferred. MBA is a plus.

At least 10 years' relevant experience, including 2+ years with P&L responsibility and IT project management.

Oil & Gas client experience is a plus.

Able to oversee 200+ FTEs across multiple business lines.

Proven record managing teams to meet or exceed operational and financial goals.

Experience working with diverse client accounts and strong client-facing skills.

Comfortable collaborating with senior management and navigating organizational structures.

Excellent written, verbal, and presentation communication skills.

Strong interpersonal skills, able to work with third-party vendors and cross-functional teams.· Strategic and tactical planning abilities.

Familiarity with IT/BPO technologies and RPA.

Strong negotiation and business acumen.

Willingness to work at Makati (Client Office), Eastwood (TechM Office), or other Metro Manila locations.

Job Type: Full-time

Pay: Php110,000.00 - Php120,000.00 per month

Work Location: In person