Implementation Manager

SupportNinja; Philippines; On-site; PHP 2,400,000 - 3,600,000; Full time

Benefits offered by this job

Competitive pay

Government benefits

Retirement plan

Life Insurance

HMO on Day 1

Paid time off

Bonus plans

Training & development

Office lunch

Employee referrals

Job summary

SupportNinja is seeking a Sr. Manager, Service Delivery Implementation to lead the successful onboarding of new client programs across multiple onsite locations in the Philippines.

You will partner with ePMO, Sales, IT, HR, and client leadership to ensure readiness and scalable operational processes before Go-Live. The role requires strong leadership, project management, and stakeholder management, with a focus on governance, risk mitigation, and cross-functional collaboration to deliver a

Qualifications

• 2+ years in Developer Support/Engineering is preferred
• 5+ years in Service Delivery/Operations Leadership or equivalent
• 3+ years leading enterprise client implementations
• Experience with cross-functional implementation projects and risk management
• Experience developing governance frameworks and implementation plans
• Strong analytical and organizational skills
• Strong executive-facing communication skills
• Proficiency with CRM tools and MS Office/Google Workspace

Responsibilities

• Lead Service Delivery activities across the full client lifecycle from deal to deployment
• Define implementation strategy with cross-functional teams and stakeholders
• Establish governance structure, reporting cadence, and performance expectations
• Develop and execute implementation plans ensuring milestones meet Go-Live
• Collaborate with Talent, IT, HR, Finance and other teams to ensure readiness
• Validate operational readiness across people, processes, systems
• Identify risks and drive resolution to ensure successful launches
• Serve as primary delivery contact for client meetings and executive reviews
• Facilitate governance meetings and provide status updates to leadership
• Ensure activities align with contracts, policies and regulatory requirements
• Develop documentation, playbooks and transition plans for steady-state teams
• Lead Go-Live readiness reviews and post-hypercare stabilization
• Handoff operational ownership to permanent SD leadership after stabilization
• Analyze outcomes to identify risks and opportunities for improvement
• Standardize processes and governance across programs
• Build strong relationships with internal and client stakeholders
• Foster cross-functional collaboration to support initiatives
• Maintain professional, positive demeanor with customers and colleagues
• Perform other duties as assigned

Skills

Leadership

Stakeholder management

Project management

Cross-functional collaboration

WFM principles

Client-facing communication

Education

Bachelor's degree in Business, Operations Management, Project Management, or related field

Tools

HubSpot

Salesforce

Job description

Work Setup

1 headcount for Onsite at the Sanctum, SM - North EDSA, QC and 1 headcount for onsite at Hideout in Clark, Pampanga

The Sr. Manager, Service Delivery Implementation (SSDI) is responsible for leading the successful implementation and operational launch of new client programs. This role oversees all Service Delivery activities during the implementation phase, ensuring operational readiness prior to transitioning programs to the permanent Service Delivery organization. The SSDI partners closely with ePMO, Sales, Solutions, Talent Acquisition, Workforce Management, Training, Quality, IT, HR, Finance, and client stakeholders to establish scalable operational processes, mitigate implementation risks, and deliver a seamless client onboarding experience. This role requires strong leadership, project management, stakeholder management, and cross-functional collaboration skills.

What does a day in the life of a Sr. Manager, Service Delivery Implementation look like?

• Lead Service Delivery activities across the full client lifecycle, engaging as a strategicSD partner from early deal stages (Deal Reviews, scoping, discovery calls) through project kickoff, implementation, and operational stabilization post-Go-Live
• Partner with ePMO, Sales, Solutions, and client stakeholders to define implementation strategy, operational requirements, timelines, and success criteria — driving sales-to-delivery alignment, managing scope control, and enforcing operational integrity to ensure commitments made during the sales phase match operational delivery capabilities
• Establish the operational framework, governance structure, reporting cadence, and performance expectations for new client programs
• Develop and execute implementation plans to ensure all operational milestones are completed prior to Go-Live
• Partner with Talent Acquisition, Workforce Management, Training, Quality Assurance, IT, HR, Security, Finance, and other cross-functional teams to ensure implementation readiness
• Validate operational readiness across people, process, technology, reporting, compliance, and client-specific requirements
• Identify implementation risks, develop mitigation plans, and drive resolution of project issues impacting launch readiness
• Serve as the primary Service Delivery point of contact for implementation-related client meetings, executive reviews, and operational planning sessions, while briefing and enabling Service Delivery Managers (SDMs) through the implementation phase up to formal steady-state handoff
• Facilitate implementation governance meetings and provide regular status updates to executive leadership and clients
• Ensure implementation activities align with contractual commitments, company standards, regulatory requirements, and client expectations
• Develop implementation documentation, operational playbooks, communication plans, and transition plans for steady-state Service Delivery teams
• Lead Go-Live readiness reviews and approve operational readiness prior to client launch
• Provide implementation leadership during the hypercare period and ensure successful operational stabilization before transition
• Execute a structured, highly governed handoff of operational ownership to the permanent Service Delivery leadership team following successful stabilization — including post-hypercare readiness gates and structured transition briefings for receiving SDMs
• Analyze implementation outcomes to identify trends, risks, and opportunities for continuous improvement
• Standardize implementation processes, best practices, templates, and governance across all client implementations
• Build and maintain strong relationships with internal stakeholders and client leadership
• Facilitate cross-functional collaboration to ensure alignment and support for implementation initiatives
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, implementation methodologies, processes, and industry best practices 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 Sr. Manager, Service Delivery Implementation?

• Minimum of 2 years of Developer Support/Engineering experience Bachelor's degree in Business, Operations Management, Project Management, or related field preferred
• Minimum of 5 years of experience in Service Delivery, Operations Leadership, Program Management, Client Success, or equivalent leadership role in a BPO or outsourced services environment
• Minimum of 3 years leading enterprise client implementations, operational transitions, or large-scale onboarding projects
• Proven experience managing cross-functional implementation projects with multiple stakeholders, including risk identification, competing-priority management, and successful project execution
• Demonstrated experience developing operational strategies, governance frameworks, and implementation plans
• Strong analytical, organizational, and problem-solving skills
• Strong client-facing communication, presentation, and executive stakeholder/relationship management skills, both verbal and written
• Proficient in project management software, CRMs (e.g., HubSpot, Salesforce), collaboration platforms, and Microsoft Office or Google Workspace applications
• Apply deep Workforce Management (WFM) principles during the SD deal review stage and implementation phases to validate proposed FTE headcounts, shift structures, and recommended Hours of Operations (HOO)
• Demonstrate strong commercial and product mastery across SupportNinja's core service models, including Management-as-a-Service (MaaS), Talent-as-a-Service (TaaS), and upcoming Customer Experience Tech-as-a-Service (CXTaaS) offerings
• Embody a Key Account Manager (KAM) and Customer Success Manager (CSM) mindset with high Service Delivery operational rigor, building high-trust relationships with enterprise clients from sales close through hypercare stabilization
• Experience working across geographies and cultures is a plus
• Ability to work onsite (i.e., Hideout or Sanctum)

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO coverage starting on Day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space with a free lunch provided daily for onsite employees
• Employee Referral Program

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