Service Delivery Director

Sapsf; Taguig; Presencial; PHP 1.800.000 - 3.400.000; Jornada completa

Descripción de la vacante

Sapsf is seeking a Service Delivery Director in Taguig, Philippines to drive operational excellence and ensure client commitments are consistently met. You will lead delivery teams, manage escalations, and embed continuous improvement across the organization.

The role emphasizes leveraging data-driven insights, Lean and Kaizen methods, and modern visualization tools to optimize service quality and efficiency while aligning with strategic business objectives and a proactive, solution-focused

Responsabilidades

• Direct operations management and escalation handling to ensure client SLAs and internal metrics are met.
• Lead process improvement using Lean, Kaizen, and data viz platforms like Power BI or Tableau.
• Oversee escalation protocols with structured responses and rapid high-impact incident resolution.
• Coach leaders and managers through performance reviews and continuous learning.
• Interpret and communicate performance trends using data visualization to inform decisions.
• Champion innovation by adopting best practices and new technologies to streamline systems and processes.
• Develop robust client feedback channels to align service delivery with expectations.

Descripción del empleo

Career Opportunities: Service Delivery Director (137361)

Requisition ID137361-Posted09/22/2026

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.