Senior Service Delivery & Client Success Leader

Our Clients; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Our Clients is seeking a Senior Service Delivery Manager to oversee strategic customer relationships, drive high levels of satisfaction, retention, and account growth across a portfolio of key clients in the Philippines.

The role emphasizes proactive service delivery, process improvements, and mentoring junior managers, while independently handling complex customer situations and collaborating with internal teams.

Qualifications

• 5–10 years of relevant professional experience.
• Fluent or strong working proficiency in both Japanese and English.
• Strong stakeholder management and influencing skills.
• Ability to independently manage complex assignments without relying on established frameworks.
• Understanding of the relevant market, products, services, or area of expertise.
• Proven experience managing difficult conversations and conflicts.
• Strong collaboration and team-oriented mindset.

Responsibilities

• Build and maintain strong relationships with assigned customers.
• Drive customer retention and long-term loyalty through service delivery.
• Gather and respond to customer feedback to maintain high satisfaction.
• Identify opportunities to help customers strengthen cybersecurity capabilities.
• Address customer concerns and conflicts independently.
• Collaborate with internal teams to address customer requirements.
• Identify upsell and cross-sell opportunities.
• Mentor junior and mid-level Service Delivery Managers and contribute to team development.
• Lead service improvement initiatives with measurable impact.
• Influence stakeholders to adopt appropriate processes and approaches.

Skills

5–10 years of experience

Japanese & English proficiency

Stakeholder management

Relationship management

Job description

Our Clients is seeking a Senior Service Delivery Manager to oversee strategic customer relationships, drive high levels of satisfaction, retention, and account growth across a portfolio of key clients in the Philippines.

The role emphasizes proactive service delivery, process improvements, and mentoring junior managers, while independently handling complex customer situations and collaborating with internal teams.