Director, Service Delivery

SupportNinja; Central Luzon; Hybrid; PHP 2,400,000 - 4,200,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Executive leadership

Service delivery

Stakeholder management

Performance metrics

Forecasting

Education

Bachelor's degree or equivalent in service delivery or operations

Tools

Workforce platforms

Performance analytics tools

Job description

Type of Contract: Full Time

Work Setup:

• 1 Hybrid at The Hideout, Clark, Pampanga
• 1 Onsite at The Hideout, Clark, Pampanga

The Director, Service Delivery, is accountable for enterprise-wide service delivery strategy, multi-client operational performance, financial outcomes, and senior client partnership. This role provides executive leadership to Associate Directors and Service Delivery leadership, owns delivery governance, scalability, and continuity strategy, and serves as the senior operational authority for client delivery performance.

What does a day in the life of a Director, Service Delivery look like?

The Director, Service Delivery, is accountable for enterprise-wide service delivery strategy, multi-client operational performance, financial outcomes, and senior client partnership. This role provides executive leadership to Associate Directors and Service Delivery leadership, owns delivery governance, scalability, and continuity strategy, and serves as the senior operational authority for client delivery performance.

Executive Leadership and Performance Ownership:

• 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

Strategic and Operational Management:

• 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

Client and Stakeholder Management:

• 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 and Technology Oversight:

• Financial oversight including forecasting, budgeting, margin management, and cost optimization
• Oversight of delivery-related technology platforms, workforce systems, and operational tooling

Required Universal Performance Expectations:

• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Director, Service Delivery?

• 3- 5 years of experience as a Director
• Bachelor’s degree in a relevant field or equivalent experience in service delivery or operations management with a focus on client management
• Demonstrated success leading multi-layer executive leadership structures across large operational portfolios
• Extensive experience managing enterprise client relationships with executive stakeholders
• Advanced mastery of service delivery metrics, SLAs, financial performance, and operational governance
• Proven financial leadership including budget ownership, forecasting, and margin optimization
• Enterprise-level risk management, escalation leadership, and operational decision authority
• Advanced executive communication, negotiation, and stakeholder management skills
• High proficiency with enterprise delivery systems, workforce platforms, and performance analytics
• Demonstrated ability to design and scale global or multi-site operations
• Ability to operate autonomously at the executive level in high-risk, high-visibility environments
• Demonstrated judgment, discretion, and governance aligned with organizational and regulatory standards

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