Sr. Service Delivery Manager (AI Transformation)

SupportNinja; Central Luzon; On-site; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Onsite with company-provided equipment

Free meals

Day 1 health coverage (HMO)

Dependent coverage: 1 dependent on reg

Life insurance

Retirement savings with company match

Job summary

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations of a Wellness campaign, drive performance excellence, and lead AI transformation initiatives. You will manage budgets, SLAs, and client relationships while steering a multi-tier team of managers, supervisors, and frontline staff.

This onsite role emphasizes strategic direction, risk management, and continuous improvement, with a strong focus on profitability and customer success in a

Qualifications

• 2+ years as Senior SDM or Sr. SOM in a BPO/Call Center.
• Experience in AI transformation initiatives in a BPO/call center operations environment.
• Experience leading multi-tier teams in a call center environment.
• Strong commercial understanding with accountability for profit targets and financial management.
• Proven ability to manage diverse workforce in a fast-paced setting.
• High school diploma or equivalent as minimum education.
• Excellent written and verbal communication skills.
• Proficient with computers and software applications.

Responsibilities

• Oversee day-to-day operations and lead a multi-tier team.
• Drive performance excellence and monitor KPIs and SLAs.
• Lead AI transformation initiatives and automation projects.
• Manage client relationships and serve as primary operational contact.
• Manage budgets, forecasting, and profitability.
• Identify process improvements and root-cause analysis.
• Develop operational strategies and risk management.
• Support training and capability development.

Skills

People Leadership

Operational Leadership

AI Transformation

Financial Acumen

Client Relationship Management

Process Improvement

KPI & SLA Management

Communication Skills

Analytical Skills

Strategic Planning

Education

High school diploma or equivalent

Bachelor's degree in Business Administration (Preferred)

MBA (Preferred)

Six Sigma Black Belt (Preferred)

Job description

Ready to drive operational excellence, lead high-performing teams, and partner directly with key clients to elevate service delivery? SupportNinja is looking for a Senior Service Delivery Manager (SSDM) to oversee day-to-day operations, lead cutting-edge AI transformation initiatives, and optimize resource allocation while managing financial targets and client relationships.

• Work Setup: 100% Onsite in Clark, Pampanga (Travel between Hideout (Clark) or Sanctum (QC) may be necessary)
• Schedule: Mostly US Hours (M–F), but must be flexible with any shift
• Equipment: Company-Provided Equipment

Job Summary:

The Senior Service Delivery Manager is responsible for overseeing day-to-day operations, driving performance excellence, and leading AI transformation initiatives for a premier Wellness campaign. As a key people manager leading a multi-tier team of managers, supervisors, team leaders, and frontline associates, this role acts as the primary operational point of contact for clients while managing operational budgets, profit targets, SLAs, and continuous improvement workflows.

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

• Operational Leadership: Lead, coach, and manage a multi-tier team within a fast-paced Wellness campaign environment, fostering a positive, collaborative work environment.
• AI Transformation & Automation Execution: Spearhead AI transformation projects—including conversational AI integration, LLM deployment, automated workflow routing, and bot optimization to streamline customer journeys and operational efficiency.
• Performance Excellence: Set performance expectations, conduct evaluations, and continuously monitor operational metrics, KPIs, and service level agreements (SLAs).
• Client Relationship Management: Build and maintain strong relationships with key account stakeholders as their primary operational contact, ensuring satisfaction, addressing concerns, and exploring growth opportunities.
• Financial & Budgetary Management: Manage operational budgets, resource allocation, and forecasting while identifying cost-saving opportunities and driving profitability to meet commercial targets and gross margins.
• Process Improvement & Root-Cause Analysis: Conduct rigorous root-cause analysis for operational gaps, implement corrective actions, and leverage advanced technology to automate manual processes.
• Strategic Direction & Risk Management: Develop and implement operational strategies, policies, and procedures while assessing operational risks and executing business continuity plans.
• Team & Capability Development: Identify training and development needs across the service delivery team to enhance capabilities and support ongoing employee growth.

What Does a Qualified Candidate Look Like?

Must Haves / Non-Negotiable:

• SSDM or SOM: 2+ years of experience as a Sr. SDM or Sr. SOM in a BPO/Call center setup. Experience in a wellness or similar campaign is an advantage.
• AI Experience: Has previous experience in AI transformation initiatives in a BPO/call center operations environment.
• Call Center Experience: Minimum of two (2) years of experience as a Senior Operations Manager or in a similar operational leadership role within a call center environment.
• Financial & Commercial Acumen: Strong commercial understanding and previous accountability for profit targets and financial management.
• People Leadership: Proven track record of leading multi-tier teams (managers, supervisors, frontline staff) and managing a diverse workforce in a fast-paced environment.
• Education Baseline: High school diploma or equivalent.
• Operational & Analytical Skills: Exceptional organization, planning, time management, and analytical skills.
• Communication & Interpersonal Skills: Strong written and verbal communication skills with demonstrated interpersonal, team-building, and motivational capabilities.
• Technical Literacy: Proficient in using computers and various software applications.

Nice to Haves / Preferred:

• Education: Bachelor’s degree in Business Administration or a related field (Preferred).
• Advanced Credentials: Master of Business Administration (MBA), Six Sigma Black Belt professional certification, or similar preferred.
• Domain Experience: Customer Success Management experience is preferred.
• Competitive Compensation package
• Day 1 Health Coverage: HMO activated starting on your very first day
• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service
• Financial Protection: Life Insurance Coverage and a Retirement Savings Program with company matching
• Work Setup: Onsite with company-provided equipment & free meals

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.