Delivery Manager

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results.

Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Role Overview

The Delivery Manager - Customer Operations is accountable for end-to-end service delivery and operational performance for assigned client operations within BOS PH Customer Operations. This leader ensures that services meet client commitments, operational objectives, quality standards, and customer experience expectations. As a senior delivery leader, the role oversees daily execution, leads operational teams, and builds strong client partnerships.

It turns business priorities into measurable delivery plans, manages performance and risk, and drives process improvement and transformation to improve efficiency and service outcomes. Depending on the client engagement, scope may include customer service, marketing and service operations, and related customer ops processes. The role works across delivery, technology, quality, and business functions to connect people, processes, and systems and sustain reliable service delivery.

Key Responsibilities

Service Delivery and Operational Governance

• Lead day-to-day delivery for assigned Customer Operations services, ensuring alignment with contractual requirements, client priorities, and IBM business objectives.
• Set performance priorities and govern service levels, quality, productivity, turnaround time, backlog, customer satisfaction, and other account-specific KPIs.
• Manage delivery capacity, workforce requirements, resource allocation, and operational readiness to support demand, service continuity, and business changes.
• Own delivery reviews, issue resolution, escalation management, corrective actions, and process controls; identify and mitigate operational, compliance, and service risks.

Client Partnership and Business Leadership

• Serve as a trusted delivery counterpart to client stakeholders, building confidence through proactive communication, performance transparency, and dependable execution.
• Lead client governance and business reviews, communicate operational insights, and translate client requirements into clear actions, priorities, and improvement plans.
• Provide functional and operational subject matter guidance, bringing relevant industry insights and emerging practices into service roadmaps.
• Collaborate with internal functions and client teams to resolve cross-functional dependencies and align delivery priorities with business and customer needs.

Customer Operations Process and Service Integration

• Oversee applicable end-to-end activities such as contract audits, customer registration and master data updates, order management, backlog and inventory updates, billing, and service invoicing.
• Standardize procedures, maintain service accuracy and control effectiveness, and address gaps that affect customer outcomes or downstream processes. Transformation, Analytics, and Continuous Improvement
• Identify and prioritize opportunities to simplify workflows, improve quality, reduce rework, and enhance productivity and customer experience.
• Lead operational transformation and change management initiatives, using process analytics, automation, and technology-enabled solutions where appropriate.
• Apply performance data, root-cause analysis, and client feedback to make decisions, measure improvement results, and shape a forward-looking delivery roadmap.
• Partner with technology, process excellence, and other specialist teams to implement sustainable changes while protecting service stability and controls.

People Leadership and Resource Stewardship

• Lead, coach, and develop delivery managers, team leaders, and operational teams, with clear accountabilities, feedback, and performance expectations.
• Build an engaged, high-performing environment that promotes inclusion, ownership, collaboration, succession readiness, and professional growth.
• Oversee resource and capacity plans and manage delivery costs and other financial commitments within the scope of the assigned engagement.
• Work with HR, Workforce Management, Training, and Quality to address staffing, capability, performance, and retention needs.

Qualifications and Experience

• Substantial leadership experience in Customer Operations, BPO, shared services, or a comparable client-facing service delivery environment.
• Demonstrated success managing complex, high-volume operations and leading managers or multidisciplinary teams against service levels, quality, productivity, and customer outcomes.
• Strong background in client relationship management, service governance, executive-level reporting, and operational risk and escalation management.
• Practical understanding of customer service and/or marketing or service operations.
• Track record of delivering process improvements, operational transformations, and change initiatives supported by data and technology.
• Experience with resource planning, performance management, operational controls, and cost management.
• Strong written and verbal communication, analytical judgment, stakeholder influencing, and problem-solving skills.
• Ability to work on a night shift and collaborate effectively with global and client stakeholders.

Core Competencies

• End-to-end service delivery leadership
• Client relationship and stakeholder management
• Operational excellence and governance
• Customer and business outcome focus
• People leadership, coaching, and talent development
• Data-driven decision-making and problem solving
• Transformation, automation, and change leadership
• Cross-functional coordination and process integration
• Risk management, accountability, and sound judgment IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.