Service Delivery Manager (Account Manager) - Night Shift

POSITION SNAPSHOT

Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Solutions
Full-time
Bachelor’s Degree
3–5+ years of experience

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Solutions (NBS) is in charge of delivering world-class business support to our colleagues and clients globally. We are committed to delivering with passion, reliability, innovation, discipline, and excellence. Are you ready to join us?

The Service Delivery Manager (Account Manager) focuses on direct engagement with Markets, ensuring alignment, addressing evolving needs, and enabling the seamless deployment of services and projects. This role drives market partnership, supports delivery of Market Strategy, and ensures end-to-end (E2E) functional alignment to meet business goals.

A DAY IN THE LIFE …

• Acts as the primary point of contact for assigned Markets, ensuring alignment between Market needs and service solutions


• Drives long-term Market relationships, contributing to customer retention and overall business performance


• Develops and executes account plans aligned with Market Strategy, including performance monitoring and opportunity identification


• Leads service and project deployment in collaboration with expansion teams, applying transition methodologies


• Ensures service commitments are aligned with Zone SPOCs and Transformation Office


• Manages and resolves escalations, including service level negotiations and issue resolution


• Follows through on Executive Review action plans (expansion, quality, cost), ensuring progress visibility and alignment


• Identifies and drives continuous improvement and innovation opportunities to enhance service value and customer satisfaction


• Develops business cases to support new service deployments and transitions


• Ensures services are delivered within budget and aligned with account expectations


• Tracks delivery performance through regular follow-ups and progress reporting to stakeholders and senior leadership


• Gathers and analyzes stakeholder requirements to support data-driven decision making


• Coordinates cross-functional collaboration with Operations, Service Solutions, Finance, and Customer Experience teams


• Oversees project management for emerging services, ensuring timely and quality execution

ARE YOU A FIT?

• Bachelor’s degree in Business, Management, or any related field


• 3–5+ years of experience in account management, client relations, or business development within a shared services or BPO environment


• Strong stakeholder management and relationship-building skills, with the ability to influence without direct authority


• Proven experience in service delivery, transition management, and cross-functional collaboration


• Strong analytical and business acumen, with ability to interpret data and translate insights into actions


• Excellent communication, negotiation, and issue resolution skills


• Experience in customer lifecycle management and account planning methodologies is an advantage


• Exposure to shared services costing frameworks is a plus


• Amenable to work on night shift / North America schedule