Service Delivery Manager (Japanese-Speaking)

Career Connect; Taguig; On-site; PHP 2,336,000 - 2,798,000; Full time

Benefits offered by this job

Night differential pay

Overtime pay

Holiday pay

Day-1 HMO healthcare coverage

Job summary

Career Connect is seeking a Japanese-speaking Service Delivery Manager (SDM) in Taguig, Philippines. This full-time role focuses on managing high-impact customer accounts to drive retention, revenue growth, and satisfaction, through NRR, GRR, upselling, and NPS.

The position requires 5–10 years of relevant experience and strong stakeholder management. The SDM will lead process improvements, develop the team, and coach junior colleagues while coordinating with internal teams to deliver excellent

Qualifications

• Fluency in Japanese and English is required.
• 5-10 years of work experience in service delivery or related fields.
• Understand the field of expertise and industry dynamics.
• Plan and complete assignments independently without a fixed framework.
• Ability to influence stakeholders inside and outside the organization.

Responsibilities

• Manage excellent relationships with customers and ensure high NPS.
• Drive customer retention, revenue growth, and satisfaction through NRR and GRR.
• Identify upsell/cross-sell opportunities and implement innovations in the SDM team.
• Lead process improvements and coach junior and mid-level SDMs.
• Coordinate with related business teams to support customers.

Skills

Japanese fluency

English fluency

Stakeholder management

Problem solving

Team player

Job description

Service Delivery Manager (Japanese-Speaking)

Full time | Career Connect | Philippines

Posted On 09/14/2026

Job Information

Technology

Work Experience 5+ years

230,000

City Taguig

State/Province National Capital Region (Manila)

1631

Job Description

The Japanese-speaking Service Delivery Manager (SDM) manages high-impact customer accounts, focusing on customer retention, revenue growth, and satisfaction through NRR, GRR, upselling, and NPS.

The role manages customer relationships and complex concerns and works closely with internal teams to deliver excellent service. The Senior SDM also leads process improvements and innovations, contributes to team development, and coaches junior and mid-level SDMs.

Typically requiring 5-10 years of relevant experience, the role requires strong industry knowledge, stakeholder management, problem-solving, and the ability to handle complex operational and tactical responsibilities.

Working Setup: 2 days per week onsite

Key Responsibilities

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

Requirements

• Excels at Company's core values, including proactivity, taking ownership, stress resistance, being a team player, and taking initiative
• Ability to communicate in Japanese and English
• At least 5-10 years of work experience
• Has a thorough understanding of the field of expertise (e.g. market/product/service);
• Plans and completes assignments independently without an 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
• 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
• 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