Sr. Manager, Service Delivery Implementation

SupportNinja; Central Luzon; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Competitive compensation

Gov't mandated benefits

Retirement savings program with match

Life Insurance

HMO coverage starting Day 1

Paid time off and birthday leave

Bonus and incentive plans

Skills training and development

Office lunch provided daily for onsite

Job summary

SupportNinja in Clark, Philippines is seeking a Sr. Manager of Service Delivery Implementation to lead the successful onboarding and launch of new client programs onsite at Clark, Pampanga.

You will oversee all SD activities during implementation, partner with ePMO, Sales, Solutions and client stakeholders, and establish scalable processes to mitigate risks and ensure a seamless transition to steady-state operations.

Qualifications

• Minimum of a Bachelor’s degree in Business, Operations Management, Project Management, or related field preferred.
• Minimum of 5 years of experience in Service Delivery, Operations Leadership, Program Management, Client Success, or equivalent leadership role in BPO/outsourced services.
• Minimum of 3 years leading enterprise client implementations or large-scale onboarding projects.
• Proven experience managing cross-functional implementation projects with multiple stakeholders and risk management.
• Experience developing governance frameworks and implementation plans.
• Strong analytical, organizational, and problem-solving skills.
• Excellent client-facing communication and executive stakeholder management.

Responsibilities

• LeadService Delivery activities across the full client lifecycle, from deal reviews through Go-Live and stabilization.
• Define implementation strategy with key stakeholders to align sales and delivery.
• Establish governance, reporting cadence, and performance expectations for new programs.
• Develop and execute implementation plans to meet all milestones before Go-Live.
• Coordinate with Talent, IT, HR, Finance, and other teams to ensure readiness.
• Identify risks, develop mitigation plans, and resolve issues impacting launch readiness.
• Serve as the primary SD contact for client meetings and executive reviews.
• Facilitate governance meetings and provide status updates to leadership and clients.
• Ensure activities align with contractual commitments and regulatory requirements.
• Create implementation documentation, playbooks, and transition plans for steady-state teams.
• Lead Go-Live readiness reviews and hypercare stabilization.

Skills

Leadership

Project Management

Stakeholder Management

Cross-Functional Collaboration

Communication Skills

Education

Bachelor's degree in Business or related field

Tools

HubSpot

Salesforce

Microsoft Office

Google Workspace

Job description

Employment Type: Full-Time

Work Setup: Onsite at Hideout in Clark, Pampanga

The Sr. Manager, Service Delivery Implementation (SSDI) is responsible for leading the successful implementation and operational launch of new client programs. This role oversees all Service Delivery activities during the implementation phase, ensuring operational readiness prior to transitioning programs to the permanent Service Delivery organization. The SSDI partners closely with ePMO, Sales, Solutions, Talent Acquisition, Workforce Management, Training, Quality, IT, HR, Finance, and client stakeholders to establish scalable operational processes, mitigate implementation risks, and deliver a seamless client onboarding experience. This role requires strong leadership, project management, stakeholder management, and cross-functional collaboration skills.

What does a day in the life of a Sr. Manager, Service Delivery Implementation look like?

• Lead Service Delivery activities across the full client lifecycle, engaging as a strategic SD partner from early deal stages (Deal Reviews, scoping, discovery calls) through project kickoff, implementation, and operational stabilization post-Go-Live
• Partner with ePMO, Sales, Solutions, and client stakeholders to define implementation strategy, operational requirements, timelines, and success criteria — driving sales-to-delivery alignment, managing scope control, and enforcing operational integrity to ensure commitments made during the sales phase match operational delivery capabilities
• Establish the operational framework, governance structure, reporting cadence, and performance expectations for new client programs
• Develop and execute implementation plans to ensure all operational milestones are completed prior to Go-Live
• Partner with Talent Acquisition, Workforce Management, Training, Quality Assurance, IT, HR, Security, Finance, and other cross-functional teams to ensure implementation readiness
• Validate operational readiness across people, process, technology, reporting, compliance, and client-specific requirements
• Identify implementation risks, develop mitigation plans, and drive resolution of project issues impacting launch readiness
• Serve as the primary Service Delivery point of contact for implementation-related client meetings, executive reviews, and operational planning sessions, while briefing and enabling Service Delivery Managers (SDMs) through the implementation phase up to formal steady-state handoff
• Facilitate implementation governance meetings and provide regular status updates to executive leadership and clients
• Ensure implementation activities align with contractual commitments, company standards, regulatory requirements, and client expectations
• Develop implementation documentation, operational playbooks, communication plans, and transition plans for steady-state Service Delivery teams
• Lead Go-Live readiness reviews and approve operational readiness prior to client launch
• Provide implementation leadership during the hypercare period and ensure successful operational stabilization before transition
• Execute a structured, highly governed handoff of operational ownership to the permanent Service Delivery leadership team following successful stabilization — including post-hypercare readiness gates and structured transition briefings for receiving SDMs
• Analyze implementation outcomes to identify trends, risks, and opportunities for continuous improvement
• Standardize implementation processes, best practices, templates, and governance across all client implementations
• Build and maintain strong relationships with internal stakeholders and client leadership
• Facilitate cross-functional collaboration to ensure alignment and support for implementation initiatives
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, implementation methodologies, processes, and industry best practices by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Perform other duties as assigned

What are the required qualifications for a Sr. Manager, Service Delivery Implementation?

• Minimum of 2 years of Developer Support/Engineering experience Bachelor's degree in Business, Operations Management, Project Management, or related field preferred
• Minimum of 5 years of experience in Service Delivery, Operations Leadership, Program Management, Client Success, or equivalent leadership role in a BPO or outsourced services environment
• Minimum of 3 years leading enterprise client implementations, operational transitions, or large-scale onboarding projects
• Proven experience managing cross-functional implementation projects with multiple stakeholders, including risk identification, competing-priority management, and successful project execution
• Demonstrated experience developing operational strategies, governance frameworks, and implementation plans
• Strong analytical, organizational, and problem-solving skills
• Strong client-facing communication, presentation, and executive stakeholder/relationship management skills, both verbal and written
• Proficient in project management software, CRMs (e.g., HubSpot, Salesforce), collaboration platforms, and Microsoft Office or Google Workspace applications
• Apply deep Workforce Management (WFM) principles during the SD deal review stage and implementation phases to validate proposed FTE headcounts, shift structures, and recommended Hours of Operations (HOO)
• Demonstrate strong commercial and product mastery across SupportNinja's core service models, including Management-as-a-Service (MaaS), Talent-as-a-Service (TaaS), and upcoming Customer Experience Tech-as-a-Service (CXTaaS) offerings
• Embody a Key Account Manager (KAM) and Customer Success Manager (CSM) mindset with high Service Delivery operational rigor, building high-trust relationships with enterprise clients from sales close through hypercare stabilization
• Experience working across geographies and cultures is a plus
• Ability to work onsite (i.e., Hideout or Sanctum)

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO coverage starting on Day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space with a free lunch provided daily for onsite employees
• Employee Referral Program