Service Delivery Manager in Angeles Pampanga, Central Luzon at SupportNinja

Work Set-up: Onsite at the HideOut Clark Pampanga

Equipment Provision: Equipment Provided

The Service Delivery Manager is responsible for overseeing the delivery of services to clients, ensuring high levels of client satisfaction, managing financial aspects of program management, and supporting Team Leaders. 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.

• Oversee daily operations to ensure delivery on key performance metrics
• Partner with clients during onboarding to define and establish baseline performance goals and bridge targets for 30-60-90 day milestones
• Utilize data to identify performance gaps, propose solutions, and implement performance improvement plans
• Serve as the point of contact for client escalations, business reviews, and reporting insights
• Work cross-functionally with Workforce Management, QA, and Training teams to ensure holistic support and scalability
• Ensure compliance with dialer regulations, data privacy requirements, and client-specific policies
• Manage staffing, attendance, and scheduling to optimize productivity and minimize shrinkage
• Ensure Team Leaders are trained and equipped with the latest coaching methodologies and best practices
• Provide guidance and support to sales coaches on coaching techniques, performance reviews, and feedback delivery
• Monitor and evaluate the effectiveness of coaching programs and make necessary adjustments
• Collaborate with Team Leaders to identify areas for improvement in performance and develop targeted coaching initiatives
• Work closely with Team Leaders to identify and address the development needs of individual agents
• Track and analyze performance data to measure the impact of coaching programs
• Ensure Team Leaders have access to the necessary resources, tools, and training materials to support their coaching efforts
• Develop and implement performance management processes for Team Leaders, including performance reviews and goal setting
• Provide feedback and coaching to Team Leaders on their performance and development
• Identify and address any performance issues
• Analyze performance data to identify trends and opportunities for improvement
• Build and maintain strong relationships with internal stakeholders
• Facilitate cross-functional collaboration to ensure alignment and support for initiatives
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, processes and industry best practices by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Service Delivery Manager?

• Minimum of 3 years of experience in a Service Delivery Manager, Service Delivery Leadership role or equivalent in a call center environment
• Proven experience managing performance based on metrics
• Strong client-facing communication and presentation skills
• Data-driven decision-making with experience in forecasting, reporting, and business reviews
• Ability to coach, inspire, and drive accountability
• Experience working across geographies and cultures is a plus
• Strong communication skills, both verbal and written
• Excellent problem-solving and analytical skills
• Ability to build and maintain strong relationships
• Strong organizational and time management skills
• Proficient in using computers and various software applications such as CRMs

Ninja Perks and Benefits

• Full-time employees
  • 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
  • Employee Referral Program
  • Beautiful office space (for onsite employees)
  • Free lunch provided daily (for onsite employees)

If you are interested, you can access your instant interview here: https://alpharun.com/i/6ND2UDoGyDN76wqBI_-g1

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

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

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