The Services Manager is responsible for overseeing day-to-day service delivery operations, ensuring team performance, project success, and client satisfaction. This role will lead and develop a team of Consultants specialising in end-to-end software implementation projects, ensuring successful customer outcomes, high-quality project delivery, and operational excellence. The Services Manager is responsible for driving team performance, managing client relationships, and ensuring KPIs, SLAs, quality standards, and implementation milestones are consistently achieved.
Key Responsibilities
- Manage and lead a team of Team Leaders, Consultants, and frontline team members across assigned accounts, projects, or programs.
- Provide leadership and coaching to a team of Consultants responsible for delivering end-to-end software implementation projects.
- Ensure achievement of operational KPIs including productivity, quality, attendance, customer satisfaction, and SLA compliance.
- Oversee the delivery of software implementation projects, including project planning, resource allocation, stakeholder engagement, risk management, and successful go-live execution.
- Develop, implement, and optimize operational processes to improve efficiency, scalability, and performance.
- Partner with Quality, Training, Workforce Management, HR, and Professional Services teams to address performance gaps and drive continuous improvement.
- Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports.
- Handle client communications, operational reviews, project updates, and performance reporting as required.
- Monitor service delivery and project progress, taking corrective actions to address risks and escalations.
- Drive employee engagement, retention, and a positive team culture.
- Ensure compliance with company policies, data privacy requirements, and security standards.
- Support business continuity planning and manage client or project escalations effectively.
Qualifications & Experience
- Bachelor's degree in Business Administration, Management, Information Technology, Project Management, or a related field (preferred).
- Minimum 5-7 years' experience within Software Implementation, Professional Services, Customer Delivery, SaaS, or BPO environments.
- At least 2-3 years of people leadership experience managing Consultants, Implementation Specialists, Project Managers, or similar client-facing delivery teams.
- Demonstrated experience overseeing end-to-end software implementation projects, including requirements gathering, solution design, configuration, testing, deployment, training, and go-live support.
- Proven experience managing teams of 10+ employees.
- Strong understanding of project delivery, customer onboarding, implementation best practices, and service management principles.
- Experience working with international clients (US, AU, UK, or similar markets).
- Excellent leadership, communication, stakeholder management, and customer relationship skills.
Skills & Competencies
- People leadership, coaching, and talent development.
- Software implementation and project delivery management.
- Professional Services, Consulting, or Customer Success leadership experience.
- Data-driven decision making.
Benefits
Career growth opportunities in a diverse and supportive work environment.
Competitive Salary Package
Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire
Free 24/7 access to our office gyms (Ortigas and Makati)
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus additional benefits
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
Skills Required
- Minimum of 5-7 years BPO experience with 2-3 years in an Operations Manager or similar leadership role
- Proven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts
- Strong understanding of BPO metrics, workforce management, and performance analytics
- Experience working with international clients (US, AU, UK, or similar markets)
- Excellent leadership, communication, and stakeholder management skills
- Proficiency in MS Office, Google Workspace, and BPO reporting tools
- Willingness to work shifting schedules, night shifts, weekends, and holidays
- Bachelor's degree in Business Administration, Management, or a related field
- Strong people management, coaching, and data-driven decision-making skills
MRI Software Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MRI Software and has not been reviewed or approved by MRI Software.
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Retirement Support — A 401(k)/Roth plan with a strong company match stands out as a competitive element of the package. Match design is portrayed as generous relative to many tech peers.
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Parental & Family Support — Paid parental leave for birth and non-birth parents, compassionate leave, and lactation/travel support indicate robust family benefits. These offerings provide substantial support during major life events.
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Leave & Time Off Breadth — A minimum of four weeks PTO, company holidays, volunteer time, and Flexi Anydays reflect a broad time-off offering. Hybrid and flexible work options complement the time-off structure for work-life balance.
MRI Software Insights
What We Do
MRI Software is a leading provider of real estate software solutions that transform the way communities live, work and play. MRI’s comprehensive, flexible, open and connected platform empowers owners, operators and occupiers in commercial and residential property organizations to innovate in rapidly changing markets. MRI has been a trailblazer in the PropTech industry for over five decades, serving more than two million users worldwide. Through leading solutions and a rich partner ecosystem, MRI gives real estate companies the freedom to elevate their business and gain a competitive edge. For more information, please visit http://www.mrisoftware.com.
