A service delivery manager's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and leading the overall contact center operations team in delivering the service to the clients based on agreed service level agreements. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.
Manages overall service delivery to achieve agreed service targets
Establishes and maintains good working relationships with customer, suppliers, and other stakeholders, at both strategic and operational levels, including any part of the service provided by internal or external subcontractors
Monitors and reports on financial performance, and ensures margins are achieved as needed, and if necessary, proactively puts margin improvement plans in place
Monitors service component Quality, Capacity, Availability, Incidents & Problem trends and initiates actions
Ensures protection of Client and CGI assets & components by tight control of Configurable Items and related information
Plans and implements Service Continuity
Understands and publishes required SLA Reports through CGI or industry standard Service Management tools
Gains CGI-specific competencies like CPMF, MPMF, CGI Management Foundation, CMF, BEMF, OMF, BUMR and IMF and apply as necessary in assigned engagement
Participates in service delivery reviews and closure of audit/review findings
Gains experience in implementation of the CGI Gating process during handover from transition/ Transformation and Service Acceptance activities
Leads and drives Continual Service improvement initiatives to achieve full Client and Shareholder outcomes
Ensures service change is properly managed, with cost and timescale adjustments passed on to the customer using an agreed documented procedure, and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied
Conducts formal customer satisfaction surveys (OSAP/CSAP) on a regular basis (semi-annual/annual), and action feedback to effect service improvements where necessary
Ensures the members are meeting and exceeding expectations with regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed
Bachelor’s Degree in any discipline
Preferably ITIL Foundation certified
At least 5 years of experience as Team Lead or 2 years of experience as Service Delivery Manager in the call center, customer service or any related service line, preferably in BPO
Exceptional verbal and written communication skills
Excellent facilitation and presentation skills
Proficient skills in People and Situational Management
Highly analytical with efficient problem solving skills
With Good Facilitation and Mentoring Skills
Skilled in team and relationship building with all key stakeholders
Proficient in MS office application
Competent interpersonal skills (empathy, verbal agility, etc.)
Efficient in time management to perform all necessary deliverables
Must have internet at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)
Amenable to work in shifting schedules
Willing to work in Taguig and/or Pasig
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