Delivery Manager

About the role

The Delivery Manager will lead end‑to‑end delivery of Customer Service and Manufacturing support programs for our client in Australia and New Zealand. Based at Panorama Tower, Manila, the role ensures SLA, KPI and contractual commitments are consistently met while fostering strong client relationships.

Key responsibilities

• Own full delivery lifecycle of customer service and manufacturing support, guaranteeing performance against agreed metrics.
• Serve as primary client liaison, driving governance, cadence reviews and executive communications.
• Lead, mentor and develop Operations Team Leads, overseeing performance management and succession planning.
• Champion continuous‑improvement initiatives across quality, productivity, automation and cost optimisation.
• Manage transition and transformation activities, including new scope onboarding, scale‑up/down and process re‑engineering.
• Ensure financial governance through forecasting, budgeting, margin improvement and cost controls.
• Collaborate with HR, IT, Quality, Training, WFM and Finance to maintain delivery stability.
• Proactively mitigate risks, handle escalations and represent delivery leadership in internal and client forums.

Required profile

• Extensive experience in service delivery management within a BPO/BPM environment.
• Deep understanding of voice, email and back‑office customer service operations.
• Proven track record managing manufacturing‑aligned processes such as order management and supply‑chain support.
• Strong client‑relationship and stakeholder‑management skills at leadership level.
• Financial acumen with experience in P&L, margin management and cost optimisation.
• People leadership experience managing large teams.
• Knowledge of risk, compliance and governance frameworks.

Required skills

• Lean methodology
• Six Sigma
• Continuous improvement tools