Service Delivery Director

SupportNinja; Pampanga; Hybrid; PHP 3,200,000 - 5,200,000; Full time

Job summary

SupportNinja is seeking a Director, Service Delivery to lead multi-client operations from Clark, Pampanga. The role drives executive leadership across delivery performance, governance, and strategic initiatives to optimize financial outcomes.

You will own enterprise-level KPIs/SLAs, guide Associate Directors, and partner with client executives to manage risk and performance. The position emphasizes scalable, autonomous leadership in a high-visibility environment.

Qualifications

• Experience leading multi-layer executive leadership structures across large portfolios.
• Advanced mastery of service delivery metrics and financial performance.
• Experience managing enterprise client relationships with executive stakeholders.
• Demonstrated ability to design and scale global or multi-site operations.

Responsibilities

• Own service delivery performance across all assigned programs and lead senior operational leaders.
• Develop and execute organization-wide service delivery strategy and operating model.
• Oversee capacity planning, scalability design, and governance of processes and performance frameworks.
• Partner with clients at executive level and manage escalation for risk and contractual issues.
• Provide financial oversight including forecasting, budgeting, margin management and cost optimization.

Skills

Executive leadership

Service delivery

Client management

KPIs SLAs

Financial acumen

Risk management

Stakeholder mgmt

Governance

Automation

Global ops

Education

Bachelor's degree

Job description

Job Description:

Type of Contract: Full Time

Work Setup:

• 1 Hybrid at The Hideout, Clark, Pampanga
• 1 Onsite at The Hideout, Clark, Pampanga

The Director, Service Delivery, is accountable for enterprise-wide service delivery strategy, multi-client operational performance, financial outcomes, and senior client partnership. This role provides executive leadership to Associate Directors and Service Delivery leadership, owns delivery governance, scalability, and continuity strategy, and serves as the senior operational authority for client delivery performance.

What does a day in the life of a Director, Service Delivery look like?

Executive Leadership and Performance Ownership:

• Executive ownership of multi-client service delivery performance across all assigned programs
• Direct leadership of Associate Directors and senior operational leaders
• Enterprise-level accountability for KPIs, SLAs, contractual performance, and financial outcomes
• Models executive leadership, organizational accountability, and ethical governance
• Meet or exceed performance targets for related KPIs

Strategic and Operational Management:

• Development and execution of organization-wide service delivery strategy and operating model
• Ownership of long-range operational planning, capacity strategy, and scalability design
• Governance of service delivery processes, standards, and performance frameworks
• Leadership of continuous improvement, automation strategy, and operational transformation
• Enterprise ownership of Business Continuity and Disaster Recovery strategy for service delivery

Client and Stakeholder Management:

• Strategic client partnership at the executive and board-facing level
• Senior executive escalation ownership for client, contractual, and performance risk
• Executive reporting of operational performance, trends, and enterprise risk

Financial and Technology Oversight:

• Financial oversight including forecasting, budgeting, margin management, and cost optimization
• Oversight of delivery-related technology platforms, workforce systems, and operational tooling

Required Universal Performance Expectations:

• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Director, Service Delivery?

• 3- 5 years of experience as a Director
• Bachelor’s degree in a relevant field or equivalent experience in service delivery or operations management with a focus on client management
• Demonstrated success leading multi-layer executive leadership structures across large operational portfolios
• Extensive experience managing enterprise client relationships with executive stakeholders
• Advanced mastery of service delivery metrics, SLAs, financial performance, and operational governance
• Proven financial leadership including budget ownership, forecasting, and margin optimization
• Enterprise-level risk management, escalation leadership, and operational decision authority
• Advanced executive communication, negotiation, and stakeholder management skills
• High proficiency with enterprise delivery systems, workforce platforms, and performance analytics
• Demonstrated ability to design and scale global or multi-site operations
• Ability to operate autonomously at the executive level in high-risk, high-visibility environments
• Demonstrated judgment, discretion, and governance aligned with organizational and regulatory standards