Service Delivery Lead

2 weeks ago

Lucban Quezon, Philippines Outsourcing Crew Full time ₱720,000 - ₱1,800,000 per year

Work-from-Home | Full-Time | Monday–Friday (Day Shift)

Competitive Pay + Bonus

Starting Salary: ₱95,000–₱120,000/month (depending on experience)

After 6 Months: ₱120,000–₱150,000/month (based on performance)

We're looking for a Service Delivery Lead who knows how to bring out the best in people and make things run smoothly, even on the busiest days.

You'll lead a crew of 8 Team Leaders, working closely with our Founder and Business Development Manager to make sure every client and VA feels supported and set up for success.

This role sits at the heart of the business. You'll be guiding, communicating, problem-solving, and keeping our delivery standards high across all accounts.

What You'll Do

  • Lead and mentor 8 Team Leaders, helping them grow, stay aligned, and keep their teams performing at their best.
  • Partner with the Business Development Manager on client relationships, you'll focus on service delivery and performance, while they handle growth and new opportunities.
  • Be the go-to person for client or team escalations, solving issues with empathy, fairness, and clarity.
  • Work closely with the Founder to improve systems, processes, and overall client experience.
  • Track performance, identify challenges early, and help the team stay proactive, not reactive.
  • Help build, refine, and maintain clear SOPs and delivery guidelines.
  • Host regular check-ins, reviews, and team huddles to keep everyone connected and on track.
  • Collaborate with Internal Operations, Training, and People & Culture to ensure smooth onboarding and consistent delivery standards.

What We're Looking For

  • 5+ years' experience leading teams in a BPO, outsourcing, or VA agency environment.
  • Strong background in client delivery, people leadership, and process improvement.
  • Experience managing Team Leaders or Supervisors.
  • Excellent communication and leadership skills, calm, clear, and grounded.
  • Detail-oriented, proactive, and committed to quality.
  • Comfortable working remotely and leading across time zones.

What You'll Love

  • 100% work-from-home setup
  • Monday–Friday, day shift
  • Competitive pay + performance bonus
  • Real opportunities to learn and grow
  • Supportive, people-first culture (we actually mean it)

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