Service Delivery Manager (Japanese)

NCC Group; Philippines; Hybrid; PHP 1,674,000 - 2,567,000; Full time

Benefits offered by this job

Transportation allowance

Night differential

13th‑month pay

HMO from Day 1

Outpatient reimbursement

Life insurance

EAP with 24/7 support

Generous vacation and sick leave

Special Time Off

Sharesave plan

Job summary

NCC Group is seeking a Service Delivery Manager (Japanese) based in Manila, with hybrid onsite expectations (2 days on site). The role focuses on maximizing customer loyalty and NRR/GRR, managing high-impact accounts, and delivering superior client outcomes in cyber services.

The Senior SDM will coach other SDMs, drive innovations, and handle challenging stakeholders while upholding NCC values and delivering measurable customer satisfaction.

Qualifications

• Ability to communicate in Japanese and English.
• Proven track record in customer-facing roles.
• Highly developed stakeholder management skills.
• Experience with cyber security or IT services is a plus.
• Strong leadership and coaching capabilities.

Responsibilities

• Maintain excellent relationships with customers.
• Maximize customer loyalty and retention.
• Collect and act on customer feedback via NPS.
• Drive up- and cross-sell opportunities.
• Lead internal innovations within the SDM team.
• Coach and mentor junior and medior SDMs.
• Collaborate with business teams to support customers.
• Ensure strong collaboration across NCC groups.

Skills

Japanese

English

Conflict management

Stakeholder management

5-10 years exp

Team leadership

Proactive coaching

Problem solving

Job description

Service Delivery Manager (Japanese)

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: PHL Manila

Description

Position Title: Service Delivery Manager

Location: Taguig City, Metro Manila – 2 days per week onsite

Role Purpose

The purpose of the role is to maximize business impact by maximizing customer loyalty. Key KPI’s are NRR and GRR highlighting the retention and upsell for each client and NPS for client satisfaction. The Senior SDM focusses on a set of high impact customers, including a significant number of Gold accounts. Supreme customer satisfaction is your goal. Most conflicts with customers can be solved independently. An excellent relationship with business teams to support customers, is in place.

Next to this, maximum impact is made within Fox-IT/NCC by initiating, leading and implementing impactful innovations within the team or near the team, independently. You are an example when it comes to company values and you proactively help the team to reach higher level of professionalism, by coaching junior and medior SDMs, you deliver impactful contributions to team discussions.

This is the next step after Medior. Becoming a senior usually requires between 5-10 years of experience, but that’s not all. You have thorough knowledge of your work field of expertise and its markets, products and/or services. You’re very capable of dealing with challenging stakeholders, difficult conversations and complex tasks/responsibilities. Tasks are typically on an operational and tactical level and focused on medium term;

Key Responsibilities

Summary

• Managing an excellent relationship with your customers
• Maximize customer loyalty
• Receive regular feedback from customers via NPS survey and ensure a high score
• Help your customers proactively towards a higher level of cyber security
• Discover a significant amount of up and cross sell opportunities
• Finding, developing and implementing impactful innovations internally within SDM team
• Proactively helping the SDM team to a higher level of professionalism by coaching and forming lead role in discussions
• You ensure an excellent relationship with related business teams to support customers

Skills, Knowledge & Expertise

What we are looking for in you

• Excels at NCC core values, including pro-activity, taking ownership, stress resistance, team player, taking initiative
• Excellent conflict management skills
• Ability to communicate in Japanese and English
• At least 5-10 years of work experience
• Has thorough understanding of field of expertise (e.g. market/product/service);
• Plans and completes assignments independently without established framework;
• Ability to apply theories, concepts, principles and methodologies to difficult and non-conventional assignments;
• Influences others to accept views/practices and agree/accept new concepts, practices, and approaches;
• Can influence stakeholders inside and outside the organization

Ways of working

• Focusing on Clients and Customers.
• Working as One NCC.
• Always Learning.
• Being Inclusive and Respectful.
• Delivering Brilliantly.

Our company

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

Come join us?

Job Benefits

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

• Transportation and rice allowances
• Night differential, overtime pay and holiday pay
• 13th‑month pay and performance‑based bonus plan
• Day‑1 HMO healthcare coverage for you and dependents
• Outpatient medicine reimbursement
• Group life insurance, accidental death & disability cover
• Employee Assistance Program (EAP) with 24/7 confidential counselling
• Generous vacation and sick leave, available from Day 1
• Special Time Off: Take time off for those big moments in life, like getting married/civil ceremony, becoming a grandparent, and welcoming home a new pet.
• Company share plan & Sharesave scheme allowing discounted share purchase through monthly savings

So, what's next?