JobCubby JobCubby
Sign up
Octal Philippines Inc.

Service Delivery Manager

Octal Philippines Inc. Quezon City, National Capital District, Philippines

Information Technology & Services · 51-200 employees

6 h ago
project-manager Principal (10+ yrs) Full-time Philippines
Create a free account to apply — email only, no card. You can also save this posting or score it against your profile with AI.

About the role

The Service Delivery Manager oversees end-to-end operations across Service Desk, Field Support, and Account Management teams to ensure SLA compliance and operational excellence. This role involves managing client escalations, leading performance improvement initiatives, and driving team productivity through effective resource allocation.

What they look for

Service Delivery Management Operations Management SLA Management KPI Tracking Team Leadership Client Relationship Management Incident Management Workforce Management Process Improvement Escalation Management Performance Monitoring Resource Allocation Operational Governance Service Desk Operations Field Support Services Account Service Management

Requirements

The candidate must possess extensive experience in managing complex service delivery operations and leading cross-functional teams. Strong analytical skills are required to monitor performance metrics, implement process improvements, and maintain high standards of client satisfaction.

Full description

The Service Delivery Operations Head is responsible for leading and managing end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams. This role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement of service delivery performance.

1. Operational Management & Service Delivery Oversight •                   Oversee daily operations of Service Desk, FSS, and ASM teams.

•                   Ensure compliance with client SLAs, KPIs, and contractual obligations.

•                   Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.

•                   Drive operational stability and ensure timely resolution of incidents and service requests.

•                   Ensure effective coordination between operational units and support teams.

 

2.  Client & Escalation Management •                   Act as the primary escalation point for critical operational and client-related concerns.

•                   Participate in client meetings, operational reviews, and business reviews.

•                   Ensure timely and accurate communication with clients during critical incidents.

•                   Lead recovery actions for SLA risks, operational gaps, and escalations.

•                   Build and maintain strong professional relationships with clients and key stakeholders.

 

3.  Team Leadership & People Management •                   Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.

•                   Conduct coaching sessions, performance reviews, and alignment meetings.

•                   Drive accountability and enforce operational standards and governance.

•                   Identify staffing gaps, training needs, and succession planning opportunities.

•                   Support employee engagement, retention, and development initiatives.

 

4.  Performance Monitoring & Continuous Improvement •                   Analyze operational reports, SLA/KPI performance, workforce trends, and productivity metrics.

•                   Identify process gaps and implement continuous improvement initiatives.

•                   Standardize operational procedures, documentation, and escalation processes.

•                   Ensure adherence to internal policies, client requirements, and compliance standards.

•                   Lead initiatives focused on automation, efficiency, and operational optimization.

 

5.  Workforce & Resource Management •                   Oversee manpower allocation, scheduling strategies, and operational coverage.

•                   Ensure optimal utilization of field engineers, service desk agents, and support teams.

•                   Work closely with Workforce Management and Reporting teams for forecasting and analytics.

•                   Monitor attendance, productivity, and compliance across all service delivery teams.

 

6.  Reporting & Governance •                   Review and validate operational reports, incident reports, client updates, and dashboards.

•                   Ensure accurate documentation of escalations, corrective actions, and performance reviews.

•                   Present operational performance, insights, and recommendations to senior management.

•                   Support audit requirements and ensure adherence to governance frameworks.

Similar roles