Japanese-Speaking Service Delivery Manager: Growth & Excellence

Career Connect; Taguig; On-site; PHP 2,344,000 - 2,790,000; Full time

Benefits offered by this job

Transportation allowances

Rice allowances

Night differential and overtime pay

13th-month pay and performance bonus

Day-1 HMO healthcare coverage

EAP 24/7 confidential counselling

Generous vacation and sick leave

Company share plan & Sharesave

Job summary

The Japanese-speaking Service Delivery Manager (SDM) at Career Connect oversees high-impact customer accounts in the Philippines, focusing on retention, revenue growth and satisfaction through NRR, GRR, upselling and NPS. The role combines client relationships with internal delivery, leading process improvements and coaching junior SDMs.

Typically 5–10 years of relevant experience is required; working setup includes 2 days per week onsite at Taguig, with strong Japanese and English

Qualifications

• Typically requiring 5–10 years of relevant experience in service delivery or account management.
• Strong industry knowledge, stakeholder management and problem-solving.
• Ability to communicate in Japanese and English.
• Proactive ownership, resilience under pressure, teamwork and initiative.

Responsibilities

• Managing an excellent relationship with your customers
• Receive regular feedback from customers via NPS survey and ensure a high score
• Help your customers proactively move towards a higher level of cybersecurity
• Discover a significant number of up-sell and cross-sell opportunities
• Finding, developing, and implementing impactful innovations internally within the SDM team
• Proactively helping the SDM team to a higher level of professionalism by coaching and forming a lead role in discussions
• You ensure an excellent relationship with related business teams to support customers

Skills

Japanese language proficiency

Customer relationship management

Stakeholder management

Problem solving

Leadership coaching

Job description

The Japanese-speaking Service Delivery Manager (SDM) at Career Connect oversees high-impact customer accounts in the Philippines, focusing on retention, revenue growth and satisfaction through NRR, GRR, upselling and NPS. The role combines client relationships with internal delivery, leading process improvements and coaching junior SDMs.

Typically 5–10 years of relevant experience is required; working setup includes 2 days per week onsite at Taguig, with strong Japanese and English