Director of Service Delivery & Process Excellence

Sapsf; Taguig; On-site; PHP 1,800,000 - 3,400,000; Full time

Job summary

Sapsf is seeking a Service Delivery Director in Taguig, Philippines to drive operational excellence and ensure client commitments are consistently met. You will lead delivery teams, manage escalations, and embed continuous improvement across the organization.

The role emphasizes leveraging data-driven insights, Lean and Kaizen methods, and modern visualization tools to optimize service quality and efficiency while aligning with strategic business objectives and a proactive, solution-focused

Responsibilities

• Direct operations management and escalation handling to ensure client SLAs and internal metrics are met.
• Lead process improvement using Lean, Kaizen, and data viz platforms like Power BI or Tableau.
• Oversee escalation protocols with structured responses and rapid high-impact incident resolution.
• Coach leaders and managers through performance reviews and continuous learning.
• Interpret and communicate performance trends using data visualization to inform decisions.
• Champion innovation by adopting best practices and new technologies to streamline systems and processes.
• Develop robust client feedback channels to align service delivery with expectations.

Job description

Sapsf is seeking a Service Delivery Director in Taguig, Philippines to drive operational excellence and ensure client commitments are consistently met. You will lead delivery teams, manage escalations, and embed continuous improvement across the organization.

The role emphasizes leveraging data-driven insights, Lean and Kaizen methods, and modern visualization tools to optimize service quality and efficiency while aligning with strategic business objectives and a proactive, solution-focused