Hybrid Service Delivery Solutions Architect

SupportNinja; Masamat; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program withCompany

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful office space (onsite)

Free lunch provided daily (onsite)

Job summary

SupportNinja in the Philippines is seeking a Service Delivery Solutions Architect to review and validate operational delivery plans for sales deals. You will collaborate with Sales, Workforce Management, Pricing, and Finance to ensure feasibility and alignment with delivery standards.

The role requires 2+ years in outsourcing or contact center settings, strong CRM experience (HubSpot/Salesforce), and solid data skills in Excel/Sheets. Hybrid setup with on-site and remote work options is offered.

Qualifications

• Bachelor’s degree in Business, Operations or a related field (or equivalent experience)
• Minimum of 2 years of experience in outsourcing operations, contact centre environments, workforce management or a related operational support role
• Basic understanding of contact centre 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 organisational 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

Responsibilities

• Review sales-submitted deal reviews in CRM and align 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 AHT, CSAT, NPS, SLA attainment, Occupancy and utilization
• Support the analysis of staffing models and delivery assumptions, including demand forecasts, staffing levels, hours of operations, and basic WFM considerations
• Assist in reviewing pricing and staffing assumptions in collaboration with the Pricing and Finance teams
• Identify potential operational considerations or risks and escalation 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
• 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 opportunities with leads based on expertise and bandwidth
• Support efforts to ensure solutions are aligned with existing delivery capabilities and best practices
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of company services and outsourcing operations
• Maintain a positive, professional and collaborative attitude toward colleagues and stakeholders
• Perform other duties as assigned

Skills

CRM systems

Analytics

Cross-functional collaboration

Communication

Excel/Sheets

Education

Bachelor's degree in Business or related field

Tools

HubSpot

Salesforce

Job description

SupportNinja in the Philippines is seeking a Service Delivery Solutions Architect to review and validate operational delivery plans for sales deals. You will collaborate with Sales, Workforce Management, Pricing, and Finance to ensure feasibility and alignment with delivery standards.

The role requires 2+ years in outsourcing or contact center settings, strong CRM experience (HubSpot/Salesforce), and solid data skills in Excel/Sheets. Hybrid setup with on-site and remote work options is offered.