Senior Service Delivery Manager

SupportNinja; Pampanga; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Day 1 Health Coverage

Free Dependent Coverage

Life Insurance

Retirement Savings Plan

Onsite with equipment

Free meals

Job summary

SupportNinja is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead multi-level teams, and ensure the delivery of exceptional services to key clients. The role is onsite in Pampanga with possible travel to Clark or QC and starts Oct 7, 2026 or sooner.

You will manage budgets, drive performance, SLAs, and continuous improvement while maintaining strong client relationships and guiding strategic direction.

Qualifications

• Must have at least 2 years in senior operations/leadership 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 and managing a diverse workforce.
• Education baseline: high school diploma or equivalent.
• Exceptional organization, planning, time management, and analytical skills.
• Strong written and verbal communication with solid interpersonal and motivational abilities.
• Proficient with computers and various software applications.
• Schedule alignment: able to work mostly US hours (Mon-Fri) with shift flexibility.

Responsibilities

• Oversee day-to-day operations and lead a team of managers, supervisors, and frontline staff.
• Set performance expectations, monitor KPIs and SLAs, and drive performance excellence.
• Maintain strong client relationships as the primary operational contact and seek growth opportunities.
• Manage budgets, resource allocation, and forecasting to support profitability.
• Lead root-cause analysis and automate processes to improve efficiency.
• Develop and implement operational strategies, policies, and risk mitigation plans.
• Identify training needs to enhance capabilities across the service delivery team.

Skills

Call center experience

Financial acumen

People leadership

Education baseline

Operational & analytical skills

Communication & interpersonal skills

Technical literacy

Schedule alignment

Education

High school diploma or equivalent

Bachelor's degree in Business Administration or related field

MBA or similar advanced credential

Job description

Ready to drive operational excellence, lead high-performing teams, and partner directly with key clients to elevate service delivery? SupportNinja is looking for a Senior Service Delivery Manager to oversee day-to-day operations, drive performance standards, and optimize resource allocation while managing financial targets and client relationships.

• Work Setup: Onsite in Pampanga (Travel between Hideout (Clark) or Sanctum (QC) may be necessary)
• Schedule: Mostly US Hours (M-F), but must be flexible with any shift
• Equipment: Company-Provided Equipment
• Start Date: October 7, 2026 or sooner

Job Summary

The Senior Service Delivery Manager is responsible for overseeing day-to-day operations, driving performance excellence, and ensuring the delivery of exceptional services to our clients. As a key people manager leading a team of managers, supervisors, team leaders, and frontline associates, this role acts as the primary operational point of contact for clients while managing operational budgets, profit targets, SLAs, and continuous improvement initiatives.

What does a day in the life of a Senior Service Delivery Manager look like?

• Operational Leadership: Lead, coach, and manage a team of managers, supervisors, team leaders, and frontline associates to foster a positive, collaborative work environment.
• Performance Excellence: Set performance expectations, conduct evaluations, and continuously monitor operational metrics, KPIs, and service level agreements (SLAs).
• Client Relationship Management: Build and maintain strong relationships with clients as their primary operational contact, ensuring satisfaction, addressing concerns, and exploring growth opportunities.
• Financial & Budgetary Management: Manage operational budgets, resource allocation, and forecasting while identifying cost-saving opportunities and driving profitability to meet commercial targets.
• Process Improvement & Automation: Conduct root-cause analysis for operational issues, implement corrective/preventive actions, and leverage technology to automate manual processes.
• Strategic Direction & Risk Management: Develop and implement operational strategies, policies, and procedures while assessing operational risks and executing mitigation plans.
• Team & Capability Development: Identify training needs across the service delivery team to enhance capabilities and support ongoing employee development.

What Does a Qualified Candidate Look Like?

Must Haves / Non-Negotiable

• Call Center Experience: Minimum of two (2) years of experience as a Senior Operations Manager or in a similar operational leadership role within a call center environment.
• Financial & Commercial Acumen: Strong commercial understanding with direct previous accountability for profit targets and financial management.
• People Leadership: Proven track record of leading multi-tier teams (managers, supervisors, frontline staff) and managing a diverse workforce in a fast-paced environment.
• Education Baseline: High school diploma or equivalent.
• Operational & Analytical Skills: Exceptional organization, planning, time management, and analytical skills.
• Communication & Interpersonal Skills: Strong written and verbal communication skills with demonstrated interpersonal, team-building, and motivational capabilities.
• Technical Literacy: Proficient in using computers and various software applications.
• Schedule Alignment: Ability to work mostly US hours (Monday-Fri) with flexibility to work any shift as required.

Nice to Haves / Preferred

• Education: Bachelor's degree in Business Administration or a related field.
• Advanced Credentials: Master of Business Administration (MBA), Six Sigma Black Belt certification, or similar credentials.
• Domain Experience: Prior experience in Customer Success Management.
• Competitive Compensation package
• Day 1 Health Coverage: HMO activated starting on your very first day
• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service
• Financial Protection: Life Insurance Coverage and a Retirement Savings Program with company matching
• Work Setup: Onsite with company-provided equipment & free meals

Disclaimer

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.