Senior Service Delivery Manager

4 days ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱2,000,000 - ₱2,500,000 per year

About the Company

Our company is redefining how customer service works worldwide. With a focus on innovation, automation, and world-class experiences, we're committed to staying ahead of the curve in a rapidly evolving digital landscape.

About the Role

As the Customer Service IT Manager, you'll own the global IT vision and roadmap for our customer service operations. You'll drive AI and automation adoption, ensure system reliability and compliance, and lead high-performing teams across multiple regions.

Key Responsibilities

  • Define and execute the global IT strategy for customer service.
  • Drive AI and automation adoption to improve efficiency and customer satisfaction.
  • Ensure system performance, scalability, and compliance with data privacy (e.g., GDPR).
  • Manage IT costs and vendor relationships while pursuing innovation.
  • Lead and mentor cross-cultural teams, fostering accountability and performance.
  • Act as a bridge between IT and business stakeholders.
  • Promote agile collaboration across global teams.

Must-Have Qualifications

  • 10+ years of IT management experience, with direct leadership responsibilities.
  • Proven success in large-scale customer service environments.
  • Track record of driving AI/automation in customer service or related areas.
  • Strong knowledge of IT architecture, infrastructure, APIs, and customer service platforms (CRM, automation, chat, voice bots).
  • Experience managing vendors and cross-cultural teams.
  • Familiarity with Agile methodologies.
  • Excellent communication skills to translate IT into business impact.
  • Knowledge of compliance frameworks such as GDPR.
  • Relevant IT management, compliance, or agile certifications.

Good-to-Have

  • Experience in product-based companies.
  • Exposure to modern backend technologies and system integrations.

Why Join Us

  • Shape and execute a global IT vision that impacts millions of customers.
  • Be at the forefront of AI and automation adoption in customer service.
  • Collaborate with diverse teams across regions and cultures.
  • Lead innovation with the freedom to challenge the status quo.

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