Director, Service Delivery

SupportNinja; Manila; Híbrido; PHP 1.800.000 - 2.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Career development opportunities

Descripción de la vacante

SupportNinja is seeking a Director, Service Delivery to lead enterprise-wide service delivery strategy and performance across multiple clients. You will oversee executive leadership across senior delivery teams, ensure KPIs and SLAs are met, and drive financial outcomes with governance and risk oversight.

You will own long-range capacity planning, operational transformation, and business continuity for the delivery organization, partnering with executives and clients to maintain high standards

Formación

• 3–5 years of experience as a Director
• Bachelor’s degree in a relevant field or equivalent experience in service delivery/operations management
• Proven success leading 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
• Proven financial leadership including budgeting, forecasting, margin optimization
• Enterprise-level risk management and governance
• Executive communication, negotiation and stakeholder management skills
• Experience with enterprise delivery systems and analytics

Responsabilidades

• Own multi-client service delivery performance across all programs
• Direct leadership of Associate Directors and senior operational leaders
• Accountability for KPIs, SLAs, contractual performance and financial outcomes
• Develop and execute organization-wide service delivery strategy and operating model
• Oversee long-range capacity planning and scalability design
• Govern service delivery processes, standards and performance frameworks
• Lead continuous improvement, automation and operational transformation
• Own Business Continuity and Disaster Recovery for delivery
• Strategic client partnerships at executive level
• Escalation ownership for client and contractual risk
• Report operational performance and enterprise risk to executives
• Oversee budgeting, forecasting and cost optimization
• Oversee delivery platforms, workforce systems and tooling

Conocimientos

Executive leadership

Stakeholder management

Negotiation

Analytical thinking

Leadership in multi-site ops

Autonomy at executive level

Educación

Bachelor's degree in a relevant field

Herramientas

Delivery systems

Workforce platforms

Performance analytics

Descripción del empleo

Type of Contract:

Full Time

Work Setup:

• 1 Hybrid at The Sanctum, SM - North EDSA, QC

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?

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

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?