Senior Service Delivery Leader — Global Ops (US Hours)

SupportNinja; Masamat; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive Compensation package

Health Coverage on Day 1

Dependent Coverage

Job summary

SupportNinja is seeking a Senior Service Delivery Manager to oversee day-to-day operations, drive performance, and optimize resources while managing client relationships and budgets. You will lead managers, supervisors, and frontline teams to achieve SLAs and profitability.

The role requires strong call center experience, financial acumen, and proven leadership in a fast-paced environment. Onsite in Pampanga with mostly US hours; travel between Clark and QC may be necessary.

Qualifications

• Minimum of two (2) years of experience as a Senior Operations Manager or similar leadership role within a call center environment.
• Strong commercial understanding with direct accountability for profit targets and financial management.
• Proven track record of leading multi-tier teams (managers, supervisors, frontline staff) in a fast-paced environment.
• High school diploma or equivalent required.
• Exceptional organization, planning, time management, and analytical skills.
• Strong written and verbal communication with interpersonal, team-building, and motivational capabilities.
• Proficient in using computers and various software applications.
• Ability to work mostly US hours (Mon-Fri) with flexibility for shifts as needed.

Responsibilities

• Lead, coach, and manage a team of managers, supervisors, team leaders, and frontline associates to foster a positive, collaborative work environment.
• Set performance expectations, monitor KPIs, and ensure SLA adherence.
• Serve as primary operational contact for clients and manage relationships to drive satisfaction and growth opportunities.
• Manage operational budgets, resource allocation, and forecasting to meet profitability targets.
• Identify cost-saving opportunities and drive process improvements and automation.
• Develop and implement operational strategies, policies, and risk mitigation plans.
• Identify training needs to develop service delivery capabilities across the team.

Skills

Call Center Experience

Financial & Commercial Acumen

People Leadership

Operational & Analytical Skills

Communication Skills

Technical Literacy

Schedule Alignment

Education

High school diploma or equivalent

Bachelor’s degree in Business Administration

MBA or similar

Six Sigma Black Belt

Job description

SupportNinja is seeking a Senior Service Delivery Manager to oversee day-to-day operations, drive performance, and optimize resources while managing client relationships and budgets. You will lead managers, supervisors, and frontline teams to achieve SLAs and profitability.

The role requires strong call center experience, financial acumen, and proven leadership in a fast-paced environment. Onsite in Pampanga with mostly US hours; travel between Clark and QC may be necessary.