Service Delivery Lead

A leading provider of enterprise-grade conversational AI solutions is seeking a Service Delivery Lead to champion the entire customer journey, from initial technical pitch through to strategic long-term growth and optimisation.

This role offers you the chance to become a trusted advisor to C-Suite stakeholders, guiding them through product adoption and identifying high-impact opportunities for business expansion. You will be at the forefront of delivering flawless technical solutions, supported by a knowledgeable team that values collaboration and shared success. With flexible working opportunities onsite in Makati, this position places you at the heart of a rapidly growing market leader where your expertise will directly shape client outcomes and drive measurable impact across global enterprises. The organisation’s flat structure ensures your contributions are recognised, offering an environment where supportive leadership and generous training opportunities empower you to reach your full potential.

• Take ownership of the entire customer lifecycle, acting as a dependable partner for clients from onboarding through ongoing optimisation and growth.
• Work closely with senior stakeholders, providing expert guidance on both technical and business aspects while driving product adoption and uncovering new opportunities for upselling.
• Join a collaborative team culture that rewards knowledge sharing, supports professional development, and values inclusive leadership within a fast-growing technology sector.

What you'll do:

As Service Delivery Lead, you will play a pivotal role in shaping the customer experience from initial engagement through ongoing partnership. Your day-to-day responsibilities will centre around building lasting relationships with senior decision-makers, guiding them through every stage of their journey—from onboarding to optimisation. You will collaborate closely with internal teams to design bespoke solutions that address unique client challenges while driving adoption of cutting-edge technologies. By analysing data trends and business metrics, you will proactively identify areas for improvement and spearhead initiatives that deliver tangible results. Your ability to mentor others will help foster a culture of excellence within the delivery team, ensuring every client receives attentive support tailored to their needs. Success in this role means consistently exceeding expectations through empathetic communication, thoughtful problem-solving, and a commitment to shared achievement.

• Lead, organise, and execute comprehensive onboarding processes for new clients, ensuring seamless knowledge transfer and effective deployment of advanced solutions.
• Engage regularly with clients through quarterly business reviews, detailed roadmap presentations, and interactive product training sessions to foster strong relationships and maximise value.
• Drive presales activities by designing tailored solutions, delivering technical presentations, conducting product demonstrations, and supporting proposal development to secure new business.
• Manage change requests and incident responses in line with service level agreements by leveraging deep product expertise and contextual understanding of client needs to deliver prompt resolutions.
• Analyse product usage data alongside key business metrics to proactively enhance adoption rates, prevent churn, and identify valuable upselling opportunities for account expansion.
• Identify gaps between client expectations and solution performance—such as those related to conversational AI tools—and lead cross-functional optimisation initiatives with internal task forces.
• Partner collaboratively with sales teams during renewal cycles, upselling efforts, and account expansion activities by aligning technical solutions with evolving customer growth stages.
• Act as a trusted advisor to C- and D-suite stakeholders by providing strategic counsel on both technical implementations and broader business objectives.
• Mentor and manage the delivery/presales team to ensure consistent quality of service delivery while scaling operations efficiently across multiple accounts.

What you bring:

To excel as Service Delivery Lead, your background should reflect substantial experience in enterprise technology environments where you have successfully managed complex client relationships from presales through post-sales support. Your interpersonal skills will enable you to build trust with senior stakeholders while navigating multifaceted business challenges. A history of mentoring teams demonstrates your commitment to nurturing talent within collaborative settings. Fluency in Mandarin will allow you to connect deeply with regional partners—a valuable asset given the international scope of operations. Your analytical abilities will help you interpret data insights into actionable strategies that drive continuous improvement. Above all else, your empathetic nature ensures clients feel heard and supported throughout their journey.

• Minimum eight years’ experience in presales, solution consulting, customer success or account management within enterprise technology or related industries is essential for this role.
• Demonstrated expertise in technical presales including solution design, proposal development, product demonstrations, RFP/RFI handling as well as customer success activities such as renewals, upselling, adoption strategies and retention initiatives.
• Prior exposure to fintech, martech or enterprise software/services environments is highly advantageous for understanding complex client requirements.
• Exceptional communication skills with a proven track record engaging effectively with C- and D-suite stakeholders across diverse organisations.
• Fluency in Mandarin is strongly encouraged as it enables meaningful engagement with Chinese-speaking partners and clients within the region.
• Onsite work based in Manila (Philippines) is required for close collaboration with local teams and clients.
• Strong leadership capabilities demonstrated by managing, mentoring and developing high-performing teams within fast-paced environments.
• Excellent presentation and negotiation skills that facilitate clear articulation of value propositions during client interactions.
• Empathetic approach when handling client concerns or conflict resolution situations ensures positive outcomes for all parties involved.
• Data-driven mindset capable of quickly identifying actionable trends while resisting unsupported assumptions; strong prioritisation and time management skills underpin consistent follow-through on commitments.

What sets this company apart:

This organisation stands out as a global leader in conversational AI solutions designed specifically for enterprise clients seeking transformative customer experiences. Their proprietary AI Agents deliver human-like engagement at scale—empowering businesses across 17 countries to connect meaningfully with customers while achieving exceptional operational efficiency. Employees benefit from being part of an innovative environment where technical brilliance translates directly into strategic influence; every contribution is valued within their flat organisational structure. The company’s commitment to professional growth is evident through generous training opportunities that encourage knowledge sharing among colleagues. Working here means joining a supportive network where inclusive leadership fosters personal development alongside collective achievement—all within one of the fastest-growing sectors in technology today.

What's next:

If you are ready to make a significant impact by guiding global enterprises towards greater success through collaborative service delivery leadership—this is your opportunity!

Apply today by clicking on the link provided below.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.