Senior Service Delivery Manager – AI Transformation (Onsite)

SupportNinja; Central Luzon; On-site; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Onsite with company-provided equipment

Free meals

Day 1 health coverage (HMO)

Dependent coverage: 1 dependent on reg

Life insurance

Retirement savings with company match

Job summary

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations of a Wellness campaign, drive performance excellence, and lead AI transformation initiatives. You will manage budgets, SLAs, and client relationships while steering a multi-tier team of managers, supervisors, and frontline staff.

This onsite role emphasizes strategic direction, risk management, and continuous improvement, with a strong focus on profitability and customer success in a

Qualifications

• 2+ years as Senior SDM or Sr. SOM in a BPO/Call Center.
• Experience in AI transformation initiatives in a BPO/call center operations environment.
• Experience leading multi-tier teams in a call center environment.
• Strong commercial understanding with accountability for profit targets and financial management.
• Proven ability to manage diverse workforce in a fast-paced setting.
• High school diploma or equivalent as minimum education.
• Excellent written and verbal communication skills.
• Proficient with computers and software applications.

Responsibilities

• Oversee day-to-day operations and lead a multi-tier team.
• Drive performance excellence and monitor KPIs and SLAs.
• Lead AI transformation initiatives and automation projects.
• Manage client relationships and serve as primary operational contact.
• Manage budgets, forecasting, and profitability.
• Identify process improvements and root-cause analysis.
• Develop operational strategies and risk management.
• Support training and capability development.

Skills

People Leadership

Operational Leadership

AI Transformation

Financial Acumen

Client Relationship Management

Process Improvement

KPI & SLA Management

Communication Skills

Analytical Skills

Strategic Planning

Education

High school diploma or equivalent

Bachelor's degree in Business Administration (Preferred)

MBA (Preferred)

Six Sigma Black Belt (Preferred)

Job description

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations of a Wellness campaign, drive performance excellence, and lead AI transformation initiatives. You will manage budgets, SLAs, and client relationships while steering a multi-tier team of managers, supervisors, and frontline staff.

This onsite role emphasizes strategic direction, risk management, and continuous improvement, with a strong focus on profitability and customer success in a