Senior Service Delivery Manager (Clark, Pampanga)

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

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-Friday) 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

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.