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Service Delivery Manager

Service Delivery Manager

MicroSourcing International, Inc.Philippines
1 day ago
Job description

Service Delivery Manager

Location : 1880 Eastwood Ave, Quezon City – Onsite, Night Shift

You’ll have :

  • Competitive rewards : above‑market compensation, healthcare coverage on day one, dependents coverage, paid time‑off with cash conversion, group life insurance, and performance bonuses.
  • A collaborative spirit : contribute to a positive and engaging work environment through company‑sponsored events and activities.
  • Work‑life harmony : flexible arrangements that fit your life.
  • Career growth : opportunities for continuous learning and advancement.
  • Inclusive teamwork : a team that celebrates diversity and fosters an inclusive culture.

Job Summary

The BPO Service Delivery Manager plays a key support role in overseeing the day‑to‑day operations of the service delivery team. This role focuses on process optimization, team leadership, and service performance tracking. The successful candidate will help manage operational performance, drive continuous improvement initiatives, and ensure high‑quality service delivery that aligns with Point Digital’s business goals.

Key Responsibilities

  • Oversee BPO team operations, including performance metrics, quality assurance, and staffing.
  • Collaborate with operations leaders and client stakeholders to understand workflows and implement process improvements.
  • Handle people‑management responsibilities such as coaching, mentoring, performance reviews, and escalation handling.
  • Monitor KPIs, SLAs, and CSAT scores; recommend data‑driven decisions to optimize performance.
  • Participate in onboarding, training, and team development plans.
  • Conduct root‑cause analysis on performance dips and propose solutions.
  • Act as a secondary point of contact for client communication, representing team updates and progress.
  • Assist in driving a customer‑centric culture across the BPO teams through clear direction and consistent feedback.
  • Manage team leads or supervisors, not just individual contributors.

    • Required Qualifications

  • At least 5–7 years of experience in BPO operations, including 2–3 years in a leadership or assistant‑managerial role.
  • Proven success in people management, process analysis, and operational improvement.
  • Excellent communication, analytical, and stakeholder‑management skills.
  • Strong organizational and planning abilities; able to manage multiple priorities under tight timelines.
  • Experience working with or supporting fintech, mortgage, or consumer‑finance clients is highly desirable.
  • Familiarity with service‑delivery metrics (SLAs, KPIs, CSAT) and improvement methodologies (Lean / Six Sigma is a plus).
  • Bachelor’s degree in Business, Management, or related field preferred.
  • Experience managing team leads or supervisors, not just individual contributors.
  • Strong analytical skillset : experience interpreting complex data sets, identifying trends, and driving operational or strategic insights.

    • About MicroSourcing

    With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

    Our commitment to 100% YOU

    MicroSourcing firmly believes that our company’s strength lies in our people’s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds, providing space for everyone to thrive.

    For more information, visit

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    Service Delivery Manager • Philippines

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