Service Delivery Manager - Omnichannel Service Desk

*Job Title: Service Delivery Manager - Omnichannel Service Desk* *Category:* Business Consulting & IT Strategy *Location:* Taguig City - Onsite *Shift:* Night Shift *Salary:* PHP 90,000 - PHP 110,000 *Headcount:* 1 Vacancy *Position Overview:* We are looking for an experienced Service Delivery Manager to lead our Omnichannel Service Desk operations. The role is responsible for building strong client relationships, ensuring SLA achievement, high CSAT/OSAT scores, and managing overall financial performance. *Qualifications (Non-Negotiables):* - Must be a college graduate with a Bachelor's degree - Minimum 3 years of experience as an Operations Manager in an Omnichannel Service Desk environment - Proven experience managing multilingual teams - Proven experience in managing Profit & Loss (P&L) and financial performance - ITIL certification is required - Stable employment history (Not a job hopper) - Must NOT be a present or former employee of CGI *Key Responsibilities:* - Build and maintain strong relationships with key client staff - Ensure successful service delivery through SLA achievement and high CSAT/OSAT scores - Monitor end-to-end performance of services - Communicate effectively on issues and opportunities across all levels - Collaborate with senior management on account management and growth - Ensure operations teams are aware and prepared for changes - Build service reports and lead service delivery meetings - Pull in additional resources (SME teams) when needed - Remove obstacles to customer satisfaction and financial performance - Drive service improvement initiatives when delivery is not meeting expectations - Be accountable for overall project delivery performance - Follow best practices as defined in CPMF - Create and maintain Financial Status Reporting with high quality - Ensure quality standards, escalation procedures, and processes are followed - Submit necessary service delivery reports and support multiple clients as needed *Benefits:* - Competitive Salary Package (PHP 90k - 110k) - HMO and Other Benefits - Career Growth in a Global Organization