Strategic Service Delivery Lead - Onsite Go-Live Expert

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

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.