Service Delivery Manager

3 days ago

Manila, National Capital Region, Philippines Atticus Advisory Solutions, Inc. Full time ₱900,000 - ₱1,200,000 per year

We are looking for an experienced Operations Manager with a strong Virtual Assistant (VA) background to lead and scale our remote team operations, drive delivery excellence, and ensure client success in a fast-paced startup environment. This is a pivotal leadership role where you'll combine strategic oversight with hands-on management to deliver results.

About the Role

As Operations Manager, you will be the backbone of our service delivery. You'll manage and coach a distributed team of Executive Partners (EPs)/Virtual Assistants, own quality standards, and ensure clients consistently receive outstanding support. You'll also play a key role in building scalable systems, solving operational challenges, and supporting company growth.

What You'll Do

  • Team Leadership & Coaching

  • Manage, mentor, and develop a high-performing remote team of Executive Partners (EPs)/VAs.

  • Conduct performance reviews, shadow team members, and provide coaching to strengthen delivery.
  • Resolve operational and performance issues quickly and effectively.

  • Client Success & Relationship Management

  • Oversee client onboarding and ensure smooth integrations.

  • Act as escalation point for client concerns, resolving issues diplomatically.
  • Maintain client satisfaction and service excellence.

  • Operational Excellence

  • Own task quality, delivery standards, and day-to-day performance metrics.

  • Build and refine internal systems, workflows, and processes for scale.
  • Develop dashboards, reports, and tracking tools for visibility and accountability.

  • Cross-Functional Collaboration

  • Partner with training and partnerships teams to improve onboarding and skill development.

  • Work closely with leadership to align operational goals with business strategy.
Who You Are
  • Experienced operator who thrives in fast-paced, ambiguous, and scaling environments.
  • Strong background in Virtual Assistant (VA) work and/or managing teams of VAs, EAs, or remote professionals.
  • Experienced in startup, delegation service, or BPO/agency environments.
  • Tech-savvy with the ability to leverage tools like Google Workspace, Notion, Slack, Zapier, Hubspot, and Outlook.
  • Able to balance big-picture strategy with hands-on execution.
  • Natural mentor who can coach others, anticipate risks, and take ownership of outcomes.
Must-Have Requirements
  • 4+ years of experience in EA, VA, Operations Manager, Chief of Staff, or similar leadership roles.
  • 1–2 years mentoring or managing professionals.
  • Proven track record in client-facing and stakeholder management.
  • Comfortable working in remote-first, async team environments.
  • Strong communication skills in English (written and spoken) — fluent, assertive, and proactive.
  • High autonomy, outcome-driven mindset, and ability to manage competing priorities.
Nice-to-Haves
  • VA Coaching experience — mentoring, training, and developing remote assistants.
  • Background in onboarding & training to speed up ramp-up times.
  • Strong process improvement mindset to support scaling.
  • Conflict resolution skills for managing client escalations with professionalism.
  • Agency/BPO experience with high-accountability delivery models.

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