Service Delivery Solutions Analyst at SupportNinja

Work Set Up: Hybrid (either Sanctum, SM North EDSA, Quezon City or Hideout in Clark, Pampanga) 4x onsite, 1x remote

The Service Delivery Solutions Analyst is responsible for the review and evaluation of operational solutions submitted by the Sales team. This role assists in assessing deal requirements, ensuring alignment with service delivery capabilities, and supporting the development of scalable operational models. The Solutions Analyst works closely with Service Delivery, Sales, Workforce Management, and Pricing teams to help ensure proposed deals are operationally feasible and aligned with company delivery standards.

This role contributes to the deal review process by gathering information, validating assumptions, and identifying potential operational considerations that may impact service delivery performance.

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

• Support the review of Sales-submitted Deal Reviews in CRM, ensuring information provided in discovery notes aligns with proposed operational delivery models

• Assist in validating deal assumptions related to workforce availability, service delivery requirements, and operational feasibility

• Participate in scoping and discovery calls when needed to capture operational and technical requirements

• Review call recordings and sales documentation to help ensure accurate operational understanding of client needs

• Assist in reviewing proposed KPIs and service level expectations, including metrics such as: Average Handle Time (AHT), CSAT / NPS, First Contact Resolution (FCR), SLA attainment, Occupancy and utilization, Schedule adherence, Attrition and absenteeism

• Support the analysis of staffing models and delivery assumptions, including: Demand forecasts, Staffing levels (FTE), Hours of operations (HOO), Basic workforce management considerations

• Assist in reviewing pricing and staffing assumptions in collaboration with the Pricing and Finance teams

• Identify potential operational considerations or risks and escalate findings to senior Service Delivery leaders

• Support the coordination of incoming deal reviews and help route opportunities to appropriate Service Delivery stakeholders

• Collaborate with Sales,, Workforce Management, Pricing, Finance, HR, and Talent Acquisition teams to gather relevant deal information and recommend solution changes that improve long-term account health and delivery stability on behalf of the entire Service Delivery team.

• Contribute to documentation used during deal review discussions and support preparation of operational summaries

• Assist in developing operational responses for RFIs and RFPs as requested by senior team members

• Help maintain documentation related to delivery models, solution guidelines, and operational standards. Manage the 'SD Deals Assignment' process, matching incoming opportunities with the appropriate Service Delivery leads based on vertical expertise and bandwidth

• Support efforts to ensure solutions are aligned with existing delivery capabilities and operational best practices

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of company services, outsourcing operations, and workforce management principles through training and professional development

• Maintain a positive, professional, and collaborative attitude toward colleagues and stakeholders

• Perform other duties as assigned

What are the required qualifications for a Document Controller?

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)

• Minimum of 2 years of experience in outsourcing operations, contact center environments, workforce management, or a related operational support role

• Basic understanding of contact center KPIs and service delivery metrics such as AHT, CSAT, SLA attainment, and productivity measures

• Familiarity with workforce management concepts including staffing models, scheduling, and capacity planning

• Experience working with CRM systems such as HubSpot or Salesforce

• Proficiency in Microsoft Excel or Google Sheets for data analysis and reporting

• Strong analytical and organizational skills with attention to detail

• Ability to collaborate cross-functionally with Sales, Operations, and support teams

• Strong written and verbal communication skills

• Interest in learning about outsourcing solution design, workforce planning, and operational strategy

Preferred Qualifications