Senior Service Delivery Manager: Lead Global Ops & Clients

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

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.