Service Delivery Manager
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Job Summary
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 23 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.
Required Skills:
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
Required Education:
Any Bachelors Degree Graduate
