Service Delivery Manager (Japanese Bilingual)

Hammerjack Pty Ltd; Taguig; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Service Delivery Manager to drive customer satisfaction and account growth by managing key client relationships and ensuring successful service delivery.

The role emphasizes mentoring, cross-functional collaboration, and continuous process improvements.

Qualifications

• Fluent in Japanese and English.
• 5–10 years of relevant experience.
• Strong customer relationships, stakeholder, and conflict management skills.
• Deep understanding of relevant markets, products, and services.
• Ability to work independently, influence stakeholders, and drive results.
• Proactive, resilient, accountable, and collaborative mindset.

Responsibilities

• Manage and strengthen relationships with key customer accounts, including high-value clients.
• Drive customer retention, satisfaction (NPS), and identify upsell/cross-sell opportunities.
• Proactively advise customers on improving their cybersecurity posture.
• Resolve customer issues independently and collaborate effectively with internal teams.
• Lead and implement process improvements and innovations within the SDM team.
• Coach junior team members and contribute to team development and professionalism.

Skills

Key account management

Stakeholder management

Conflict resolution

Process improvement

Mentoring

Cross-functional collaboration

Job description

The Service Delivery Manager is responsible for driving customer satisfaction, retention, and account growth by managing key client relationships, ensuring successful service delivery, and proactively identifying improvement opportunities. The role also supports team development through mentoring, process improvements, and cross-functional collaboration.

Responsibilities

• Manage and strengthen relationships with key customer accounts, including high-value clients.
• Drive customer retention, satisfaction (NPS), and identify upsell/cross-sell opportunities.
• Proactively advise customers on improving their cybersecurity posture.
• Resolve customer issues independently and collaborate effectively with internal teams.
• Lead and implement process improvements and innovations within the SDM team.
• Coach junior team members and contribute to team development and professionalism.

Requirements

• Fluent in Japanese and English.
• 5–10 years of relevant experience.
• Strong customer relationship, stakeholder, and conflict management skills.
• Deep understanding of relevant markets, products, and services.
• Ability to work independently, influence stakeholders, and drive results.
• Proactive, resilient, accountable, and collaborative mindset.

Office Location

BGC, Taguig

Work Setup

Hybrid (2D onsite, 3D wfh)

Work Schedule

Following Japan Timezone - flexible to UK Shift