Bilingual Service Delivery Manager — Growth & Excellence

SYMPHONY; Taguig; Hybrid; PHP 900,000 - 1,350,000; Full time

Benefits offered by this job

Day-1 HMO

13th-month pay

Life insurance

EAP 24/7

Generous leave

Share plan

Job summary

SYMPHONY is seeking a Japanese-speaking Service Delivery Manager in Taguig, Philippines, focused on customer retention, revenue growth, and satisfaction through metrics like NRR, GRR, and NPS. The role leads process improvements, coaches junior SDMs, and collaborates with internal teams to deliver excellent service.

The Senior SDM handles complex challenges, mentors peers, and seeks opportunities to upsell while maintaining strong stakeholder relationships to safeguard high-quality cybersecurity

Qualifications

• 5–10 years of related experience in service delivery or account management.
• Proven ability to manage high-impact customer relationships and complex issues.
• Fluent in English and Japanese.

Responsibilities

• Manage customer relationships and maximize loyalty.
• Drive retention, revenue growth, and customer satisfaction via NRR, GRR and NPS.
• Lead process improvements and innovations within the SDM team.
• Coach junior and mid-level SDMs and develop team capabilities.
• Collaborate with internal teams to deliver excellent service.
• Identify upsell and cross-sell opportunities.
• Support customers to elevate cybersecurity maturity.

Skills

Japanese language

Customer relations

Stakeholder mgmt

Leadership

Problem solving

Communication

Job description

SYMPHONY is seeking a Japanese-speaking Service Delivery Manager in Taguig, Philippines, focused on customer retention, revenue growth, and satisfaction through metrics like NRR, GRR, and NPS. The role leads process improvements, coaches junior SDMs, and collaborates with internal teams to deliver excellent service.

The Senior SDM handles complex challenges, mentors peers, and seeks opportunities to upsell while maintaining strong stakeholder relationships to safeguard high-quality cybersecurity