Service Delivery Manager (Japanese-Speaking)

Career Connect; Taguig; On-site; PHP 2,344,000 - 2,790,000; Full time

Benefits offered by this job

Transportation allowances

Rice allowances

Night differential and overtime pay

13th-month pay and performance bonus

Day-1 HMO healthcare coverage

EAP 24/7 confidential counselling

Generous vacation and sick leave

Company share plan & Sharesave

Job summary

The Japanese-speaking Service Delivery Manager (SDM) at Career Connect oversees high-impact customer accounts in the Philippines, focusing on retention, revenue growth and satisfaction through NRR, GRR, upselling and NPS. The role combines client relationships with internal delivery, leading process improvements and coaching junior SDMs.

Typically 5–10 years of relevant experience is required; working setup includes 2 days per week onsite at Taguig, with strong Japanese and English

Qualifications

• Typically requiring 5–10 years of relevant experience in service delivery or account management.
• Strong industry knowledge, stakeholder management and problem-solving.
• Ability to communicate in Japanese and English.
• Proactive ownership, resilience under pressure, teamwork and initiative.

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

Skills

Japanese language proficiency

Customer relationship management

Stakeholder management

Problem solving

Leadership coaching

Job description

Service Delivery Manager (Japanese-Speaking)

Full time | Career Connect | Philippines

Posted On 11/03/2026

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