Service Delivery Manager (Onsite - Quezon City)

SupportNinja; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Adherence to government-mandated benefi

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and

Beautiful office space

Free lunch is provided daily

Job summary

SupportNinja is seeking a Service Delivery Manager to oversee day-to-day operations at The Sanctum in Quezon City. The role manages supervisors and frontline staff, monitors KPIs, and ensures adherence to service levels while improving efficiency and client satisfaction.

Requirements include a Bachelor’s degree and 3+ years in operations management or call center leadership, with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 3 years of experience in operations management, team leadership, or a similar role, preferably in a call center or customer service environment
• Strong knowledge of service delivery practices, performance management, and client relations
• Proven ability to lead and motivate teams to achieve performance targets
• Strong organizational, planning, and problem-solving skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills with strong interpersonal abilities
• Proficiency with computers, CRM systems, and related business applications
• Customer-focused mindset with results-oriented approach

Responsibilities

• Manage supervisors and frontline associates to meet operational goals and client expectations
• Set performance standards, provide coaching, and conduct evaluations to support employee growth and development
• Monitor KPIs, SLAs, and operational metrics to assess performance and implement corrective actions as needed
• Foster a positive work environment that promotes collaboration, engagement, and teamwork
• Identify training needs and support development opportunities to strengthen team capabilities
• Collaborate with clients to understand requirements, address concerns, and ensure satisfaction
• Support the implementation of operational strategies, policies, and procedures to improve efficiency and effectiveness
• Assist with budget management, resource allocation, and cost control within the assigned area of responsibility
• Identify opportunities for process improvement and contribute to standardization and best practices
• Ensure compliance with organizational policies and procedures while maintaining high-quality service delivery
• Prepare and deliver reports on operational performance as required
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPI’s
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Performs other duties as assigned

Skills

Operations management

Team leadership

Customer service mindset

Communication skills

Problem-solving

Organizational skills

Education

Bachelor's degree in Business Administration/Management

Tools

CRM systems

Job description

Work Set Up: Onsite at The Sanctum in Quezon City

Type of Contract: Full Time

The Service Delivery Manager (SDM) is responsible for overseeing day-to-day team operations to ensure service excellence and client satisfaction. This role manages supervisors and frontline staff, monitors performance against key metrics, and implements operational processes to support efficiency, quality, and compliance.

What does a day in the life as a Service Delivery Manager look like?

• Manage supervisors and frontline associates to meet operational goals and client expectations

• Set performance standards, provide coaching, and conduct evaluations to support employee growth and development

• Monitor KPIs, SLAs, and operational metrics to assess performance and implement corrective actions as needed

• Foster a positive work environment that promotes collaboration, engagement, and teamwork

• Identify training needs and support development opportunities to strengthen team capabilities

• Collaborate with clients to understand requirements, address concerns, and ensure satisfaction

• Support the implementation of operational strategies, policies, and procedures to improve efficiency and effectiveness

• Assist with budget management, resource allocation, and cost control within the assigned area of responsibility

• Identify opportunities for process improvement and contribute to standardization and best practices

• Ensure compliance with organizational policies and procedures while maintaining high-quality service delivery

• Prepare and deliver reports on operational performance as required

• Adheres to company policies and procedures

• Meets or exceeds performance targets for related KPI’s

• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Performs other duties as assigned

What are the required qualifications for a Service Delivery Manager?

• Bachelor's degree in Business Administration, Management, or a related field.

• Minimum 3 years of experience in operations management, team leadership, or a similar role, preferably in a call center or customer service environment

• Strong knowledge of service delivery practices, performance management, and client relations

• Proven ability to lead and motivate teams to achieve performance targets

• Strong organizational, planning, and problem-solving skills with the ability to manage multiple priorities

• Excellent verbal and written communication skills with strong interpersonal abilities

• Proficiency with computers, CRM systems, and related business applications

• Customer-focused mindset with results-oriented approach

Preferred qualifications:

• Bachelor’s degree in Business or related field preferred

Ninja Perks and Benefits

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

• Beautiful office space

• Free lunch is provided daily

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