Service Delivery Manager (Japanese-Speaking)

SYMPHONY; Taguig; Hybrid; PHP 900,000 - 1,350,000; Full time

Benefits offered by this job

Day-1 HMO

13th-month pay

Life insurance

EAP 24/7

Generous leave

Share plan

Job summary

SYMPHONY is seeking a Japanese-speaking Service Delivery Manager in Taguig, Philippines, focused on customer retention, revenue growth, and satisfaction through metrics like NRR, GRR, and NPS. The role leads process improvements, coaches junior SDMs, and collaborates with internal teams to deliver excellent service.

The Senior SDM handles complex challenges, mentors peers, and seeks opportunities to upsell while maintaining strong stakeholder relationships to safeguard high-quality cybersecurity

Qualifications

• 5–10 years of related experience in service delivery or account management.
• Proven ability to manage high-impact customer relationships and complex issues.
• Fluent in English and Japanese.

Responsibilities

• Manage customer relationships and maximize loyalty.
• Drive retention, revenue growth, and customer satisfaction via NRR, GRR and NPS.
• Lead process improvements and innovations within the SDM team.
• Coach junior and mid-level SDMs and develop team capabilities.
• Collaborate with internal teams to deliver excellent service.
• Identify upsell and cross-sell opportunities.
• Support customers to elevate cybersecurity maturity.

Skills

Japanese language

Customer relations

Stakeholder mgmt

Leadership

Problem solving

Communication

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

• Maximize customer loyalty

• 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

QUALIFICATIONS

• Excels at Company's core values, including proactivity, taking ownership, stress resistance, being a team player, and taking initiative

• Excellent conflict management skills

• 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

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