Service Delivery Manager

About the Role:

An exciting opportunity has arisen for an experienced Service Delivery Manager to join our team.

The Service Delivery Manager (SDM) is the owner of a client cluster inside Origo. You are accountable for the end-to-end delivery of outcomes for your portfolio, including operational performance, client experience, people leadership, and the commercial health of your programs. 

You lead Team Managers and frontline operations across 50 to 150+ FTEs. You stabilize operations, build standards, grow leaders, and drive continuous improvement while maintaining strong relationships with client stakeholders. This is not a traffic controller role. 

You operate as a mini-COO for your cluster making decisions, solving problems, and coordinating cross-functionally with Training, Quality, Workforce, PMO, IT, and Talent Acquisition to ensure the delivery engine runs consistently and predictably. 

Core Responsibilities

Service Delivery & Operations

• Deliver all contractual KPIs with strong operational control.
• Maintain stability through standard work, coaching, QA compliance, and real-time issue management.
• Lead governance (WBR/MBR) with accurate data, risks, and documented actions.

Client Experience & Relationship Management

• Serve as the primary operational partner for client stakeholders
• Present performance and risks with clarity in client business reviews.
• Manage escalations and incidents with urgency and root-cause discipline.

Commercial Ownership

• Revenue Retention: Protect existing revenue and prevent avoidable churn.
• Margin Management: Make staffing and operational decisions that protect and improve margin.
• Revenue Expansion: Support Client Success on new scope, FTE growth, and service line expansion.

People Leadership & Culture

• Lead and coach Team Managers to drive performance, compliance, and development.
• Create an accountable, engaging, and growth-oriented team environment.
• Maintain succession plans and leadership bench strength.

Continuous Improvement & Transformation

• Identify chronic issues and lead structured problem-solving efforts.
• Ensure each Team Manager completes monthly improvement work.
• Adopt process and technology improvements and convert successful pilots into standard work.

How Success Will Be Measured (SDM Scorecard) Operational Performance

• KPI Attainment: 95% across contractual metrics

People & Retention

• Voluntary attrition meets target (typically 10% annualized)
• Coaching & Documented Development Plans: 100% (Monthly)

Client Satisfaction

• CSAT 85% with 75% response rate

Continuous Improvement

• Lead at least 1 major improvement initiative quarterly

Commercial Performance

• Revenue Retention 95% (quarterly)
• Portfolio margin 52%

Ideal Candidate Profile

Experience

• 7+ years in BPO/shared services operations with at least 3 years managing Team Managers.
• Experience leading operations of 100+ FTEs across multiple LOBs.
• Strong capability in client governance, performance management, and escalation handling.
• Track record of stabilizing operations, scaling teams, and improving KPIs.
• Familiarity with Lean, Six Sigma, COPC, or structured operations models.

Mindset

• Operates as a mini-COO for the cluster.
• Thinks in systems and solves root causes.
• Communicates with clarity, precision, and executive presence.
• Brings calm control in chaos and discipline in execution.

Why This Role Matters

• The Service Delivery Manager is one of the most critical leadership roles in Origo.
• You sit at the intersection of people, operations, clients, and commercial outcomes.
• When an SDM performs at a high level, the entire system stabilizes clients trust us, teams perform, standards hold, and expansion becomes possible. When the SDM is weak, the operation fragments, performance becomes inconsistent, and relationships deteriorate.

This role matters because:

• You make Origos value real for clients through consistent, disciplined delivery.
• You protect and grow the revenue engine by influencing performance and client confidence.
• You build the leadership bench that becomes Origos long-term competitive advantage.
• You bring clarity, order, and predictability to clients seeking stability and scale.

If Origo is the operating system, the SDM is the leader who keeps it running, improving, and scaling every day.

Why This Role Matters

Compensation

• Monthly Salary Range: 80,000 to 100,000, depending on experience and capability fit.
• Performance Incentive: Up to 15,000 per month, contingent on achieving key performance indicators.

Tools & Technology

• New Company Laptop: Issued upon hiring; becomes the employees property after two years of active service.

Training & Development

To support continuous growth and leadership excellence, SDMs receive quarterly sponsored training, which may include: COPC Lean Six Sigma DISC personality profiling AI and automation-related certifications Other operational excellence and leadership programs

Financial Benefits

• Interest-Free Loan: Eligibility for an interest-free loan up to 100,000, subject to standard approval processes.

Travel Opportunities

• Paid Client Visits: Potential travel to the U.S., Australia, or other client locations for governance meetings, operational immersions, or program launches.

Ownership & Long-Term Incentives

Upon regularization, the SDM receives shares equivalent to 10% of their annual salary, granted under Origos Employee Share Ownership Plan (ESOP) program (Terms & Conditions apply).