About the role

The Sr. Manager, Service Delivery Implementation leads the operational launch of new client programs by ensuring readiness across all functional teams. They manage the full client lifecycle from deal stages through to steady-state transition while maintaining operational integrity and governance.

What they look for

Service Delivery Project Management Stakeholder Management Operational Readiness Cross-functional Collaboration Risk Mitigation Workforce Management Client Onboarding Strategic Planning Governance Process Improvement BPO Operations Sales-to-delivery Alignment Change Management Client Success Leadership

Requirements

Candidates must have at least 5 years of experience in Service Delivery or Operations Leadership within a BPO environment, including 3 years leading enterprise implementations. A bachelor's degree in Business, Operations, or Project Management is preferred, along with strong analytical and communication skills.

Benefits

Retirement Savings Program Life Insurance HMO coverage Paid time off Birthday leave Bonus and incentive plans Skills training Personal and professional development Free lunch

Full description

Employment Type: Full-Time

Work Setup: 1 headcount for Onsite at the Sanctum, SM - North EDSA, QC and 1 headcount for onsite at Hideout in Clark, Pampanga

The Sr. Manager, Service Delivery Implementation (SSDI) is responsible for leading the successful implementation and operational launch of new client programs. This role oversees all Service Delivery activities during the implementation phase, ensuring operational readiness prior to transitioning programs to the permanent Service Delivery organization. The SSDI partners closely with ePMO, Sales, Solutions, Talent Acquisition, Workforce Management, Training, Quality, IT, HR, Finance, and client stakeholders to establish scalable operational processes, mitigate implementation risks, and deliver a seamless client onboarding experience. This role requires strong leadership, project management, stakeholder management, and cross-functional collaboration skills.

What does a day in the life of a Sr. Manager, Service Delivery Implementation look like?

Lead Service Delivery activities across the full client lifecycle, engaging as a strategicSD partner from early deal stages (Deal Reviews, scoping, discovery calls) through project kickoff, implementation, and operational stabilization post-Go-Live
Partner with ePMO, Sales, Solutions, and client stakeholders to define implementation strategy, operational requirements, timelines, and success criteria — driving sales-to-delivery alignment, managing scope control, and enforcing operational integrity to ensure commitments made during the sales phase match operational delivery capabilities
Establish the operational framework, governance structure, reporting cadence, and performance expectations for new client programs
Develop and execute implementation plans to ensure all operational milestones are completed prior to Go-Live
Partner with Talent Acquisition, Workforce Management, Training, Quality Assurance, IT, HR, Security, Finance, and other cross-functional teams to ensure implementation readiness
Validate operational readiness across people, process, technology, reporting, compliance, and client-specific requirements
Identify implementation risks, develop mitigation plans, and drive resolution of project issues impacting launch readiness
Serve as the primary Service Delivery point of contact for implementation-related client meetings, executive reviews, and operational planning sessions, while briefing and enabling Service Delivery Managers (SDMs) through the implementation phase up to formal steady-state handoff
Facilitate implementation governance meetings and provide regular status updates to executive leadership and clients
Ensure implementation activities align with contractual commitments, company standards, regulatory requirements, and client expectations
Develop implementation documentation, operational playbooks, communication plans, and transition plans for steady-state Service Delivery teams
Lead Go-Live readiness reviews and approve operational readiness prior to client launch
Provide implementation leadership during the hypercare period and ensure successful operational stabilization before transition
Execute a structured, highly governed handoff of operational ownership to the permanent Service Delivery leadership team following successful stabilization — including post-hypercare readiness gates and structured transition briefings for receiving SDMs
Analyze implementation outcomes to identify trends, risks, and opportunities for continuous improvement
Standardize implementation processes, best practices, templates, and governance across all client implementations
Build and maintain strong relationships with internal stakeholders and client leadership
Facilitate cross-functional collaboration to ensure alignment and support for implementation initiatives
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, implementation methodologies, 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 for a Sr. Manager, Service Delivery Implementation?

Minimum of 2 years of Developer Support/Engineering experience Bachelor's degree in Business, Operations Management, Project Management, or related field preferred
Minimum of 5 years of experience in Service Delivery, Operations Leadership, Program Management, Client Success, or equivalent leadership role in a BPO or outsourced services environment
Minimum of 3 years leading enterprise client implementations, operational transitions, or large-scale onboarding projects
Proven experience managing cross-functional implementation projects with multiple stakeholders, including risk identification, competing-priority management, and successful project execution
Demonstrated experience developing operational strategies, governance frameworks, and implementation plans
Strong analytical, organizational, and problem-solving skills
Strong client-facing communication, presentation, and executive stakeholder/relationship management skills, both verbal and written
Proficient in project management software, CRMs (e.g., HubSpot, Salesforce), collaboration platforms, and Microsoft Office or Google Workspace applications
Apply deep Workforce Management (WFM) principles during the SD deal review stage and implementation phases to validate proposed FTE headcounts, shift structures, and recommended Hours of Operations (HOO)
Demonstrate strong commercial and product mastery across SupportNinja's core service models, including Management-as-a-Service (MaaS), Talent-as-a-Service (TaaS), and upcoming Customer Experience Tech-as-a-Service (CXTaaS) offerings
Embody a Key Account Manager (KAM) and Customer Success Manager (CSM) mindset with high Service Delivery operational rigor, building high-trust relationships with enterprise clients from sales close through hypercare stabilization
Experience working across geographies and cultures is a plus
Ability to work onsite (i.e., Hideout or Sanctum)

Ninja Perks and Benefits

*Full time employees

Competitive compensation

Adherence to government-mandated benefits

Retirement Savings Program with Company Matching

Life Insurance

HMO coverage starting on Day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and personal and professional development

Beautiful office space with a free lunch provided daily for onsite employees

Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/B_deyVjITydEI5KhCtX8p

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