Service Delivery Manager

Work Set Up: 1 for Onsite The Sactum in Quezon City and 1 for Hybrid at The Sactum in Quezon City

Type of Contract: Full-Time

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to clients, ensuring high levels of client satisfaction, managing financial aspects of program management, and leading a team of managers. The SDM will drive strategic initiatives, optimize operational processes, manage risks, and ensure compliance with regulatory requirements. This role demands strong leadership, advanced communication skills, and the ability to foster team engagement and innovation. The SDM is also responsible for making hiring decisions and supporting diversity and inclusion initiatives.

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

• Strategic Leadership

  • Develop and communicate a clear vision and strategy for service delivery.

  • Align team goals with organizational objectives, financial goals, and drive innovation.

  • Lead strategic planning sessions to ensure long-term success and sustainability.

• Advanced Communication Skills

  • Effectively convey complex information to various stakeholders.

  • Resolve conflicts constructively and facilitate stakeholder meetings.

  • Engage with clients and internal teams to ensure alignment and clarity.

• Enhanced Team Engagement

  • Foster a collaborative culture and encourage continuous improvement.

  • Facilitate team development and engagement activities.

  • Promote inclusiveness and support team members' professional growth.

  • Hire and develop a diverse team to exceed client expectations, ensuring inclusivity in all hiring decisions.

• Client Management and Satisfaction

  • Maintain strong relationships with clients and understand their needs.

  • Ensure high levels of client satisfaction and retention.

  • Work with Client Success Team to develop ongoing client value creation

  • Act as a trusted advisor and point of escalation for client concerns.

  • Drive thought-partnership and support client retention through insights, automation, and continuous improvement

• Financial and Program Management

  • Manage budgets, conduct financial analysis, and ensure projects are delivered within scope and budget.

  • Monitor financial performance and implement cost-saving measures.

  • Prepare and oversee financial reports and projections.

• Advanced Performance Management

  • Evaluate team performance and provide constructive feedback.

  • Implement performance improvement initiatives and set SMART goals.

  • Coach and mentor team managers to enhance their leadership capabilities.

• Risk Management and Problem-Solving

  • Identify, assess, and mitigate risks to service delivery.

  • Address issues promptly with effective solutions.

  • Implement and maintain risk management frameworks.

• Operational Excellence

  • Lead process improvement initiatives to enhance operational efficiency.

  • Leverage technology to optimize service delivery and monitor performance metrics.

  • Ensure high quality and consistency in service delivery.

• Change Management

  • Lead and manage organizational changes smoothly.

  • Ensure team adaptability and stakeholder buy-in.

  • Communicate change initiatives clearly and support team through transitions.

• Compliance and Governance

  • Ensure adherence to regulatory requirements and maintain robust governance frameworks.

  • Monitor compliance and regularly update compliance checklists.

  • Maintain documentation and audit trails for all activities.

What are the required qualifications for a Service Delivery Manager?

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

• COPC or similar certifications preferred

• Proven experience in service delivery management or a similar role.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Demonstrated financial acumen and project management capabilities.

• Experience with risk management and compliance.

• Proficiency in process improvement methodologies and technology solutions.

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 provided daily

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, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.