Service Delivery Manager

iReply is hiring a Service Delivery Manager as part of a structured leadership track to develop a future Philippines Country Head. This role starts with ownership of service delivery and client accounts, with clear progression into client success leadership, operations leadership, and full country management.

You will be responsible for ensuring consistent, high-quality service delivery across assigned teams and client accounts, while developing the leadership, commercial awareness, and operational discipline required to scale into broader leadership responsibilities.

Key Responsibilities

Service Delivery and Operations

• Own end-to-end service delivery for assigned teams and 2–3 client accounts
  
• Ensure delivery meets defined KPIs, SLAs, and quality standards
  
• Monitor performance, identify gaps, and implement corrective actions
  
• Lead daily operations, including workforce coordination and issue resolution
  

Client Management

• Serve as the primary point of contact for assigned clients
  
• Manage client expectations, performance reviews, and ongoing communication
  
• Handle escalations with a structured, solution-focused approach
  
• Balance client satisfaction with operational feasibility and margin protection
  

Process and Performance Management

• Establish and track key performance metrics across teams
  
• Identify process inefficiencies and lead improvement initiatives
  
• Drive consistency and scalability in delivery operations
  

Leadership and Team Development

• Lead, coach, and develop team members and emerging leaders
  
• Build a pipeline of future supervisors and managers
  
• Promote accountability, ownership, and performance culture
  

Commercial Awareness

• Understand account profitability, pricing structures, and cost drivers
  
• Support retention and expansion efforts through strong delivery performance
  
• Contribute insights on improving margins and operational efficiency
  

Requirements

• 5+ years of experience in service delivery, client success, operations, or BPO leadership roles
  
• At least 2 years of people management experience, including leading supervisors, team leads, or cross-functional teams
  
• Proven experience managing client relationships and handling escalations in a professional environment
  
• Strong understanding of operational KPIs, workforce coordination, and performance management
  
• Experience driving process improvements and operational efficiency initiatives
  
• Strong communication and presentation skills, with the ability to interact confidently with clients and senior stakeholders
  
• Demonstrated leadership potential, sound judgment, and ownership mindset
  
• Commercial awareness, including understanding of account performance, retention, and operational impact on profitability
  
• Ability to work in a fast-paced, evolving environment with multiple priorities
  
• Proficient in Google Workspace or Microsoft Office tools
  

Preferred Qualifications

• Experience in outsourcing, customer support, staffing, or managed services environments
  
• Exposure to client onboarding, account growth support, or renewal discussions
  
• Experience building leadership pipelines or mentoring emerging leaders
  
• Familiarity with workforce planning, quality management, or service operations frameworks
  

Benefits

• Paid Leaves & Birthday Off : Take time when you need it. Plus, enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance : Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase : Enjoy a raise after regularization
  
• Annual Salary Adjustments : We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition : Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities : Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.