Senior Service Delivery Manager

SupportNinja; Pampanga; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Day 1 Health Coverage: HMO

Dependent Coverage

Life Insurance

Retirement Savings Plan with company-m

Onsite with equipment & free meals

Job summary

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead AI transformation projects, and optimize resources while sustaining client relationships and financial targets.

The role leads a multi-tier team in a fast-paced Wellness campaign, driving performance, profitability, and continuous improvement with a strong focus on operational excellence and strategic direction.

Qualifications

• SSDM experience with AI transformation in Wellness campaigns
• Minimum 2 years in senior operations/leadership within call center
• Strong commercial understanding and accountability for profit & budgets
• Proven ability to lead multi-tier teams of managers, supervisors and frontline staff
• Education baseline: high school diploma or equivalent
• Exceptional organizational, planning, time management and analytical skills
• Strong written and verbal communication and interpersonal abilities
• Proficient with computers and various software applications
• Schedule alignment: able to work mostly US hours (Mon-Fri) with flexibility in Clark, Pampanga

Responsibilities

• Lead and coach a multi-tier team in a fast-paced Wellness campaign.
• Spearhead AI transformation projects: conversational AI, LLM deployment, automated routing, bot optimization.
• Set performance expectations, monitor KPIs and SLAs.
• Manage key client relationships as primary operational contact and identify growth opportunities.
• Oversee budgets, resource allocation and forecasting to meet targets and margins.
• Identify root causes, drive corrective actions, and automate processes where possible.
• Develop and implement operational strategies, risk controls, and business continuity plans.
• Identify training needs to grow team capabilities and staff development.

Skills

AI Transformation

People Leadership

Operations Leadership

Budgeting & Forecasting

Client Relationship Management

Process Improvement

Communication Skills

Analytical Skills

Education

High school diploma or equivalent

Bachelor's degree in Business Administration or related field

MBA (preferred)

Six Sigma Black Belt (preferred)

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 (SSDM) to oversee day-to-day operations, lead cutting-edge AI transformation initiatives, and optimize resource allocation while managing financial targets and client relationships.

• Work Setup: 100% Onsite in Clark, 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

Job Summary: The Senior Service Delivery Manager is responsible for overseeing day-to-day operations, driving performance excellence, and leading AI transformation initiatives for a premier Wellness campaign. As a key people manager leading a multi-tier 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 workflows.

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

• Operational Leadership: Lead, coach, and manage a multi-tier team within a fast-paced Wellness campaign environment, fostering a positive, collaborative work environment.
• AI Transformation & Automation Execution: Spearhead AI transformation projects—including conversational AI integration, LLM deployment, automated workflow routing, and bot optimization to streamline customer journeys and operational efficiency.
• 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 key account stakeholders 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 and gross margins.
• Process Improvement & Root‑Cause Analysis: Conduct rigorous root‑cause analysis for operational gaps, implement corrective actions, and leverage advanced technology to automate manual processes.
• Strategic Direction & Risk Management: Develop and implement operational strategies, policies, and procedures while assessing operational risks and executing business continuity plans.
• Team & Capability Development: Identify training and development needs across the service delivery team to enhance capabilities and support ongoing employee growth.

What Does a Qualified Candidate Look Like?

• SSDM & Wellness AI Experience: 2 years SSDM experience on AI transformation initiatives for a Wellness campaign.
• 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 and 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–Friday) with flexibility to work any shift as required in Clark, Pampanga.

Nice to Haves / Preferred:

• Education: Bachelor’s degree in Business Administration or a related field (Preferred).
• Advanced Credentials: Master of Business Administration (MBA), Six Sigma Black Belt professional certification, or similar preferred.
• Domain Experience: Customer Success Management experience is preferred.
• 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

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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.