Senior Service Delivery Manager

SupportNinja

. Oversee day-to-day operations and drive performance excellence .

Posted 9/15/2026full-timeQuezon City • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational management, including performance metrics analysis, strategic direction, and process optimization. Proven ability to lead diverse teams, enhance client relationships, and drive profitability in a call center environment.

Highest-signal resume keywords

Operational Performance ManagementTeam Leadership and DevelopmentFinancial AcumenProcess Improvement and AutomationClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics AnalysisOperational Strategy DevelopmentBudget ManagementKPI MonitoringResource AllocationCost-Saving IdentificationProcess StreamliningTechnology UtilizationOperational Risk AssessmentCall Center Operations

Soft Skills

Strong Communication SkillsTeam BuildingInterpersonal SkillsMotivational SkillsOrganizational Skills

Tools & Technologies

Software ApplicationsPerformance Tracking ToolsAutomation ToolsClient Management Systems

Certifications & Qualifications

Six Sigma Black BeltMaster of Business Administration (MBA)

Industry Keywords

Call Center EnvironmentCustomer Success ManagementOperational ExcellencePerformance TargetsMarket Conditions

About the role

Key responsibilities & impact

Oversee day-to-day operations and drive performance excellence
Lead and manage managers, supervisors, team leaders, and frontline associates
Set performance expectations, coach and mentor employees, and conduct performance evaluations
Monitor and analyze operational performance metrics, KPIs, and SLAs
Identify root causes of operational issues and implement corrective and preventive measures
Foster a positive, engaging, collaborative, and developmental work environment
Identify and address training and development needs
Provide strategic direction to achieve operational goals
Develop and implement operational strategies, policies, and procedures to optimize efficiency and productivity
Monitor industry trends, market conditions, and technological advancements to drive operational innovation
Build and maintain client relationships as the primary operational point of contact
Understand client requirements, expectations, and KPIs
Engage clients to ensure satisfaction, address concerns, and identify growth opportunities
Manage operational budgets, forecasting, and resource allocation
Analyze financial performance, identify cost-saving opportunities, and drive profitability
Optimize resource utilization and operational costs
Identify opportunities for process improvement, streamlining, and automation
Leverage technology and tools to automate manual processes
Identify and assess operational risks and implement mitigation plans
Collaborate with other departments to ensure seamless service delivery and client satisfaction
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes through training and continuous learning
Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Requirements

What you’ll need

5 years of experience as an Senior Operations Manager or similar role, in the call center environment
Must have a high school diploma or equivalent
2 years of experience as an Senior Operations Manager or similar role, in the call center environment
Strong communication skills, both verbal and written
Excellent organization, planning, time management, and analytical skills
Strong team building, interpersonal, communication, and motivational skills
Ability to lead and supervise in a fast-paced, rapidly changing environment while managing multiple priorities
Ability to manage a diverse workforce
Strong commercial understanding and previous accountability for profit targets
Proficient in using computers and various software applications
Financial acumen
Bachelor's degree in Business Administration or a related field - Preferred
Master of Business Administration (MBA), Six Sigma Black Belt professional certification, or similar preferred
Customer success management experience is preferred

Benefits

Comp & perks

Company-provided equipment
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
Beautiful office space
Free lunch provided daily