Director, Global Service Delivery & Growth Strategy

SupportNinja; Central Luzon; Híbrido; PHP 2.400.000 - 4.200.000; Jornada completa

Descripción de la vacante

SupportNinja seeks a Director, Service Delivery to lead enterprise-wide service delivery strategy, oversee multi-client performance, and drive financial outcomes. You will provide executive leadership to senior delivery leaders, govern delivery standards, and design scalable operating models across global, multi-site programs.

You will own governance, capacity planning, risk management, and client partnerships at the executive level, reporting on trends and enterprise risk.

Formación

• 3–5 years of director-level experience in service delivery.
• Bachelor’s degree or equivalent in service delivery or operations.
• Demonstrated success leading multi-layer executive leadership structures across large portfolios.
• Extensive experience managing enterprise client relationships with executive stakeholders.
• Advanced mastery of service delivery metrics, SLAs, financial performance, and governance.

Responsabilidades

• Executive ownership of multi-client service delivery performance across all assigned programs.
• Direct leadership of Associate Directors and senior operational leaders.
• Enterprise-level accountability for KPIs, SLAs, contractual performance, and financial outcomes.
• Models executive leadership, organizational accountability, and ethical governance.
• Meet or exceed performance targets for related KPIs.
• Development and execution of organization-wide service delivery strategy and operating model.
• Ownership of long-range operational planning, capacity strategy, and scalability design.
• Governance of service delivery processes, standards, and performance frameworks.
• Leadership of continuous improvement, automation strategy, and operational transformation.
• Enterprise ownership of Business Continuity and Disaster Recovery strategy for service delivery.
• Strategic client partnership at the executive and board-facing level.
• Senior executive escalation ownership for client, contractual, and performance risk.
• Executive reporting of operational performance, trends, and enterprise risk.
• Financial oversight including forecasting, budgeting, margin management, and cost optimization.
• Oversight of delivery-related technology platforms, workforce systems, and operational tooling.

Conocimientos

Executive leadership

Service delivery

Stakeholder management

Performance metrics

Forecasting

Educación

Bachelor's degree or equivalent in service delivery or operations

Herramientas

Workforce platforms

Performance analytics tools

Descripción del empleo

SupportNinja seeks a Director, Service Delivery to lead enterprise-wide service delivery strategy, oversee multi-client performance, and drive financial outcomes. You will provide executive leadership to senior delivery leaders, govern delivery standards, and design scalable operating models across global, multi-site programs.

You will own governance, capacity planning, risk management, and client partnerships at the executive level, reporting on trends and enterprise risk.