Japanese Bilingual Service Delivery Manager

About the Role

As a Service Delivery Manager, you will be responsible for maintaining strong customer relationships, driving customer satisfaction, and supporting customers in strengthening their cybersecurity posture. You'll also contribute to service innovation, identify commercial opportunities, and help develop the capabilities of the SDM team.

Work Setup

Hybrid 2x RTO/week

Day-Midshift schedule

BGC, Taguig

Key Responsibilities

• Build and maintain strong relationships with customers.
• Drive customer loyalty and satisfaction.
• Monitor customer feedback through NPS surveys and work toward maintaining high satisfaction scores.
• Proactively support customers in strengthening their cybersecurity posture.
• Identify and develop up-selling and cross-selling opportunities.
• Identify and implement impactful innovations within the SDM team.
• Coach and support the continuous professional development of SDM team members.
• Participate actively in team discussions and knowledge sharing.
• Build strong relationships with internal business teams to effectively support customer needs.
• Influence stakeholders and gain buy-in for new concepts, practices, and approaches.

Must-Have Qualifications

• Japanese and English communication skills — able to communicate effectively in both languages.
• 5–10 years of Service Delivery experience.
• Strong understanding of the relevant market, product, and service environment.
• Demonstrated ability to influence stakeholders and gain buy-in.
• Ability to apply relevant theories, concepts, principles, and methodologies to complex assignments.

Good-to-Have

• Experience working with NPS/customer satisfaction programs.
• Experience supporting customers with cybersecurity-related initiatives.
• Experience identifying up-selling and cross-selling opportunities.
• Experience coaching or developing Service Delivery professionals.
• Experience driving service innovation or implementing new approaches.

Why Join Us

• Take ownership of meaningful customer-facing Service Delivery responsibilities.
• Work in a role that combines service management, customer experience, innovation, and commercial growth.
• Collaborate closely with both customers and internal business teams.
• Help shape the development and continuous improvement of the SDM team.