Service Delivery Specialist

Lead Transformation Across High-Impact Customer Experience Operations

Our client is a leading Australian information and services company, connecting with millions of customers each month through an extensive portfolio of digital platforms, apps and brands. As part of a global media and information services network, they operate an extensive portfolio of national news, lifestyle, business, travel, food, and sports brands that shape public conversation and inform audiences across the country. Their platforms deliver trusted journalism, premium content experiences, and high-impact advertising solutions that connect businesses with millions of engaged consumers daily.

Job Snapshot

Employment Type: Full-time
Shift: Day Shift (AU Shift, must be flexible and open to weekends, holidays, and overtime), Shifting Rest Days
Work Setup: Onsite - Megatower, Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

About the Role

As a Service Delivery Specialist, you will bridge strategic transformation initiatives with frontline execution across large-scale customer experience operations. Your work ensures that critical changes-spanning processes, systems, and service delivery models-translate into real adoption, measurable outcomes, and sustained operational improvement.

Working within a complex service environment supporting large frontline teams, you will design rollout frameworks, lead communication strategies, and enable capability development that drives confident adoption of change. By combining operational insight, stakeholder influence, and disciplined change management, you will turn transformation strategies into everyday operational success while building a long-term global career with Emapta-delivering a top-tier experience designed for the top 1% of talent.

The Qualifications We Seek

• Formal qualification or 5+ years of Change Management or Project Management experience, preferably within a contact centre, customer service, or operations environment (e.g., Prosci Certified Change Practitioner, ADKAR, PRINCE2, PMP, Agile) or equivalent demonstrated experience
• Additional certification in training, facilitation, or process improvement (e.g., Lean Six Sigma) considered highly desirable
• Proven track record of successfully managing change initiatives across large teams (100+ people), including complex multi-phase rollouts
• Experience working with offshore teams, BPO environments, or similar, demonstrating cultural awareness and the ability to work effectively across geographic boundaries
• Demonstrated experience creating training materials, communication plans, and change management documentation
• Experience working alongside technical teams (e.g., IT, systems implementation, digital transformation) and translating technical concepts for non-technical audiences

Ideal Service Delivery Specialist Profile

• Expert in driving change and ensuring successful adoption across teams
• Demonstrates empathy and genuine care for people impacted by change
• Proactive, resourceful, and solution-focused when navigating operational challenges
• Strong collaborator who bridges cultural dynamics between Manila and Australian teams with cultural intelligence

Key Responsibilities
End-to-End Change Strategy, Execution and Delivery

• Develop comprehensive change strategies and detailed implementation plans aligned with business objectives and operational needs
• Conduct impact analysis across teams, channels, and skill groups and perform readiness assessments to identify and close gaps before launch
• Design phased rollout approaches and pilot frameworks, including pilot groups, test phases, and timelines
• Establish success criteria and measurement frameworks to track adoption, proficiency, sentiment, and business impact
• Identify risks early and implement mitigation plans to anticipate and address resistance through empathetic engagement and tailored interventions
• Lead end-to-end implementation and coordinate with Training, Communications, Quality, Workforce Planning, and technical teams for synchronized delivery
• Build awareness, engagement, knowledge, and capability through targeted communications, coaching, training, and job aids
• Use change tools and methodologies to gauge sentiment, understand adoption barriers, and identify capability gaps, then adjust plans accordingly
• Serve as subject matter expert for pilots by setting test criteria, monitoring performance, analyzing results, and recommending operationalization or scale
• Monitor post-launch performance, conduct health checks, troubleshoot issues, implement corrective actions, and capture lessons learned for continuous improvement

Communication and Stakeholder Management

• Develop and execute comprehensive communication strategies that deliver the right message to the right audience at the right time through the appropriate channels
• Create a compelling vision for change that explains why change occurs, what it means for different stakeholder groups, and what support structures are available
• Design and maintain a communication framework with templates, channels, cadences, and governance to ensure consistency and effectiveness
• Assess audience types and preferences and tailor communication delivery methods such as town halls, team huddles, digital channels, visual aids, and leadership cascades
• Act as custodian of the Weekly Recap segment, a recorded video briefing shared across the center at the start of each week to keep Customer Experience Agents informed
• Build strong engagement with frontline Workforce teams, Team Leaders, and cross-functional stakeholders to drive alignment and shared ownership
• Represent the voice of frontline teams in change planning discussions and ensure agent experience and operational outcomes inform decision-making
• Facilitate workshops and forums to gather feedback, address concerns, and co-create solutions with impacted teams
• Maintain transparent two-way communication throughout the change lifecycle and establish feedback loops that demonstrate responsiveness to concerns
• Facilitate the Voice of Customer program in Manila alongside Customer Experience Delivery and AI & Improvements Specialists to support customer and employee experience initiatives

Training and Adoption

• Conduct training needs analysis to identify skill gaps and determine appropriate learning interventions for different audience segments
• Develop detailed learning plans that incorporate diverse methodologies such as classroom training, e-learning, job aids, peer coaching, and simulations
• Collaborate with Training teams to design and develop high-quality learning materials that are engaging, practical, and aligned with adult learning principles
• Facilitate workshops, coaching sessions, and training programs that build confidence and competence in new processes, systems, and approaches
• Assess capability, performance, and adoption after training through observation, quality monitoring, performance metrics, and feedback mechanisms
• Implement reinforcement strategies to embed learning and prevent knowledge decay, including refresher sessions, coaching, and performance support tools
• Identify and develop change champions within teams who provide peer support and accelerate adoption of new initiatives

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!