Position Description:

The Service Delivery Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day to day workflows across the organization. This role plays a key part in transforming internal support into a highly reliable, risk controlled, and client centric function through data driven decision making, operational analytics, and cross functional collaboration. The ideal candidate is tech savvy, innovative, and data driven, and possesses a strong understanding of core business operations. They will act as a strategic leader who ensures seamless service delivery, prevents operational loss, and champions long term operational scalability.

Key Responsibilities

• Manage and optimize overall service delivery to achieve agreed upon performance targets, uphold service level agreements (SLAs), and contribute to the broader strategic business goals of the organization.

• Lead and execute strategic initiatives to improve operational processes, enhance operational efficiency, and deliver an excellent client service experience on a scale.

• Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long term operational scalability and client centric goals.

• Ensure strong governance, controls, and monitoring mechanisms are in place to proactively identify and mitigate potential business, operational, and reputational risks.

• Leverage advanced data and analytics to gain deep insights into client interactions, informing executive level decision making and service enhancements.

• Track and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met and communicated to senior leadership.

• Collaborate closely with internal stakeholders and other cross functional teams to resolve systemic issues, align objectives, and maintain a culture of continuous improvement.

• Support senior leadership in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.

• Perform other related duties, operational tasks, and special projects as assigned by executive management to support evolving business needs.

Required qualifications to be successful in this role:

• Bachelor's degree in finance, economics, business administration, management, or a relevant discipline is preferred.

• Willing to work 100% onsite in Taguig City and on the night shift.

• Minimum of 3 years of managerial experience in financial services/account, preferably in back-office operations.

• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.

• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.

• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.

• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.

• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems

Skills:

• Asset Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.