Senior Service Delivery Manager (Japanese) – Cyber Services

NCC Group; Manila; Hybrid; PHP 1,200,000 - 1,900,000; Full time

Benefits offered by this job

Transportation and rice allowances

Night differential

Overtime pay and holidays

13th‑month pay

Day‑1 HMO healthcare coverage

Outpatient medicine reimbursement

Group life insurance

EAP with 24/7 confidential counselling

Generous vacation and sick leave

Special Time Off

Company share plan

Job summary

NCC Group in Manila is seeking a Service Delivery Manager (Japanese) to lead a portfolio of strategic clients, primarily in Manila/Taguig with two days onsite. You will maximize customer loyalty, reduce churn, and drive revenue through NPS, GRR and cross-sell opportunities.

The role requires 5–10 years of experience, fluent Japanese and English, strong stakeholder management, and the ability to coach junior SDMs.

Qualifications

• Fluency in Japanese and English.
• 5–10 years of work experience in a related role.
• Ability to communicate complex concepts to diverse stakeholders.
• Strong conflict management and relationship-building skills.
• Independent planning and ability to apply theories to real-world problems.
• Influence stakeholders and lead cross-functional teams.

Responsibilities

• Manage an excellent relationship with customers.
• Maximize customer loyalty and drive retention.
• Collect and act on feedback via NPS surveys to achieve high scores.
• Proactively help customers toward higher cyber security levels.
• Identify and develop up- and cross-sell opportunities.
• Lead and coach junior and medior SDMs to raise team professionalism.
• Coordinate with related business teams to support customers.

Skills

Japanese language

English language

Industry experience

Stakeholder management

Job description

NCC Group in Manila is seeking a Service Delivery Manager (Japanese) to lead a portfolio of strategic clients, primarily in Manila/Taguig with two days onsite. You will maximize customer loyalty, reduce churn, and drive revenue through NPS, GRR and cross-sell opportunities.

The role requires 5–10 years of experience, fluent Japanese and English, strong stakeholder management, and the ability to coach junior SDMs.