Senior Service Delivery Manager: Lead Ops & Client Success

SupportNinja; Pampanga; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Day 1 Health Coverage

Free Dependent Coverage

Life Insurance

Retirement Savings with Company Match

Company-provided Equipment

Free Meals

Job summary

SupportNinja is seeking a Senior Service Delivery Manager in Pampanga to oversee day‑to‑day operations, drive performance, and optimize resources. You will manage budgets, SLAs, and key client relationships while leading managers, supervisors, and frontline staff.

The role requires strong call center leadership, financial acumen, and excellent communication. Onsite with company equipment, mostly US hours with flexibility. Start date around Oct 7, 2026.

Qualifications

• Two years minimum as a Senior Operations Manager or similar in a call center.
• Strong financial accountability for profit targets and budgets.
• Proven track record leading multi-tier teams in a fast-paced environment.
• Education baseline: high school diploma; Bachelor’s preferred.
• Exceptional organizational, planning and analytical capabilities.
• Excellent written and spoken communication with stakeholders.

Responsibilities

• Oversee day-to-day operations and drive performance excellence.
• Lead managers, supervisors, team leaders and frontline staff.
• Manage budgets, resource allocation and forecasting to meet targets.
• Maintain client relationships as primary operational contact.
• Identify cost-saving opportunities and drive profitability.
• Lead process improvements and automation initiatives.
• Develop strategic direction and risk mitigation plans.
• Identify training needs to develop team capabilities.

Skills

Call Center Experience

Financial 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 Six Sigma Black Belt

Job description

SupportNinja is seeking a Senior Service Delivery Manager in Pampanga to oversee day‑to‑day operations, drive performance, and optimize resources. You will manage budgets, SLAs, and key client relationships while leading managers, supervisors, and frontline staff.

The role requires strong call center leadership, financial acumen, and excellent communication. Onsite with company equipment, mostly US hours with flexibility. Start date around Oct 7, 2026.