Philippines onlyJob Title: Service Delivery Manager
Reporting To: Global Service Delivery Director
Location: Philippines
Work Type: Remote
Role Overview
The Service Delivery Manager owns the end-to-end success of assigned client accounts, ensuring high-quality delivery, strategic alignment, and strong client partnerships. This role combines strategic leadership with hands-on operational oversight—leading and driving onboarding, and best in class quality and performance for clients. Leading collaboration across the clinical and operations teams to drive continuous improvement for clients. The Service Delivery Manager builds trusted relationships with senior stakeholders, anticipates challenges, and delivers data-driven insights and solutions that enhance client satisfaction, efficiency, and outcomes.
While this role is remote, there may be a requirement to travel occasionally. The role operates in alignment with GMT working hoursany maybe subject to change from time to time.
Key Responsibilities
Account Leadership & Strategic Ownership
- Take full ownership of assigned client accounts, understanding priorities, challenges, and business goals, being fully confident at all times and able to articulate the top 3 macro themes on each account along with the detail of the positives and challenges on the account.
- Working closely with the Project Manager, maintain delivery oversight and overall accountability of Client onboarding to ensure client expectations and service agreements are met.
- Lead the account proactively, setting strategy in terms of the relationship, clinical service delivery and operational levels, guiding teams, and driving outcomes.
- Own QBR/MBR reporting, reporting decks, and executive summaries, translating operational data into actionable insights at the account level, leveraging the holistic knowledge we have of the client - strategic, clinical and operational, to create a compelling and useful report for clients.
- By developing a strong understanding of the business and the services we provide, analyze and engage in thoughtful questioning to identify risks, opportunities, and improvement areas for client accounts and for the business as a whole.
- Apply RACI and governance frameworks to ensure accountability and clarity across functions.
Client Relationship & Influence
- Build trusted, senior stakeholder relationships with clients to earn respect for Zevo and for the service we provide.
- Communicate account’s status, challenges, and opportunities clearly and confidently.
- Gather client feedback and translate it into tangible improvements and service innovations.
- Handle escalations and complex issues constructively, maintaining client confidence.
Solutions-Focused Delivery
- Anticipate challenges across multiple accounts and streams of work and drive practical, high-impact solutions.
- Align delivery teams to meet client needs while balancing operational constraints.
- Lead initiatives to improve efficiency, service quality, and client satisfaction.
- Connect daily operations to strategic account goals, ensuring measurable impact.
Collaboration & Leadership
- Bring cross-functional teams together to achieve shared objectives.
- Influence and motivate teams without direct authority to deliver consistent results.
- Foster a culture of accountability, strategic thinking, continuous improvement and client first.
- Collaborate strongly with other Service Delivery Managers, Clinical Leads and Account Operations Manager on client operating rhythm, reporting, service innovation and standardization of processes across clients to ensure consistency.
- Work closely with other Service Delivery Managers to create a holistic view of the overall client portfolio including account health, systemic risks and account risks, opportunities for growth and retention, and recommendations.
Qualification & Experience
- 8+ years of experience in service delivery, account management, or operations within a professional services, healthcare, or technology-enabled organization.
- 5+ years in a client-facing leadership role, managing strategic or enterprise-level accounts with complex stakeholder environments.
- Proven success in overseeing cross-functional teams including project management, clinical, or operational delivery functions.
- Demonstrated ability to translate operational data into strategic insights and confidently present findings to senior executives.
- Experience leading client onboarding and governance frameworks (e.g., RACI, SLAs) to ensure accountability and alignment across functions.
- Evidence of account growth, retention, and risk management through proactive engagement and performance improvement initiatives.
- Experience with global or multi-region clients and comfort operating in complex, matrixed environments.
- Fluent in written and spoken English.
- Project management certifications (i.e. PMP, Prince2) and Process Improvement certification (i.e. Lean Six Sigma) are preferred but not essential.
- Familiarity with clinical or health service delivery environments preferred but not essential.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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