Hybrid Service Delivery Architect - Deal & Ops Optimization

SupportNinja; Quezon City, Mawaque; Hybrid; Full time

Job description

Work Set Up: Hybrid (either Sanctum, SM North EDSA, Quezon City or Hideout in Clark, Pampanga) 4x onsite, 1x remote

The Service Delivery Solutions Architect is responsible for the review and evaluation of operational solutions submitted by the Sales team. This role assists in assessing deal requirements, ensuring alignment with service delivery capabilities, and supporting the development of scalable operational models. The Solutions Architect works closely with Service Delivery, Sales, Workforce Management, and Pricing teams to help ensure proposed deals are operationally feasible and aligned with company delivery standards.

This role contributes to the deal review process by gathering information, validating assumptions, and identifying potential operational considerations that may impact service delivery performance.

What does a day in the life of a Service Delivery Solutions Architect look like?

Support the review of Sales-submitted Deal Reviews in CRM, ensuring information provided in discovery notes aligns with proposed operational delivery models

Assist in validating deal assumptions related to workforce availability, service delivery requirements, and operational feasibility

Participate in scoping and discovery calls when needed to capture operational and technical requirements

Review call recordings and sales documentation to help ensure accurate operational understanding of client needs

Assist in reviewing proposed KPIs and service level expectations, including metrics such as: Average Handle Time (AHT), CSAT / NPS, First Contact Resolution (FCR), SLA attainment, Occupancy and utilization, Schedule adherence, Attrition and absenteeism

Support the analysis of staffing models and delivery assumptions, including: Demand forecasts, Staffing levels (FTE), Hours of operations (HOO), Basic workforce management considerations

Assist in reviewing pricing and staffing assumptions in collaboration with the Pricing and Finance teams

Identify potential operational considerations or risks and escalate findings to senior Service Delivery leaders

Support the coordination of incoming deal reviews and help route opportunities to appropriate Service Delivery stakeholders

Collaborate with Sales, Workforce Management, Pricing, Finance, HR, and Talent Acquisition teams to gather relevant deal information and recommend solution changes that improve long-term account health and delivery stability on behalf of the entire Service Delivery team.

Contribute to documentation used during deal review discussions and support preparation of operational summaries

Assist in developing operational responses for RFIs and RFPs as requested by senior team members

Help maintain documentation related to delivery models, solution guidelines, and operational standards. Manage the 'SD Deals Assignment' process, matching incoming opportunities with the appropriate Service Delivery leads based on vertical expertise and bandwidth

Support efforts to ensure solutions are aligned with existing delivery capabilities and operational best practices

Adhere to company policies and procedures

Meet or exceed performance targets for related KPIs

Continuously improve knowledge of company services, outsourcing operations, and workforce management principles through training and professional development

Maintain a positive, professional, and collaborative attitude toward colleagues and stakeholders

Perform other duties as assigned

What are the required qualifications for a Service Delivery Solutions Architect?

Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)

Minimum of 2 years of experience in outsourcing operations, contact center environments, workforce management, or a related operational support role

Basic understanding of contact center KPIs and service delivery metrics such as AHT, CSAT, SLA attainment, and productivity measures

Familiarity with workforce management concepts including staffing models, scheduling, and capacity planning

Experience working with CRM systems such as HubSpot or Salesforce

Proficiency in Microsoft Excel or Google Sheets for data analysis and reporting

Strong analytical and organizational skills with attention to detail

Ability to collaborate cross-functionally with Sales, Operations, and support teams

Strong written and verbal communication skills

Interest in learning about outsourcing solution design, workforce planning, and operational strategy

Preferred Qualifications

Familiarity with Prompt Engineering and how LLMs/AI tools can be integrated into CX workflows. Demonstrated expertise in: call centerKPIs and SLAs, Workforce Management and forecasting, Capacity and seat planning, outsourcing pricing models and outsourcing contracts. Certifications in COPC, Six Sigma, or WFM (Workforce Management) are highly preferred

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.