Executive Director, Service Delivery - Hybrid Role

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

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