1,911 jobs for "Service Delivery Manager"

TikTok Shop - Service Delivery Program Manager

At TikTok - Jakarta Selatan

Posted on Oct 4

View job Apply on company site

Instrument Reference Data - Service Delivery Manager - Senior Associate

At JPMorgan Chase - Bournemouth

Posted on Sep 9

View job Apply on company site

TikTok Shop - Service Delivery Program Manager

At TikTok - Bangkok

Posted on Sep 23

View job Apply on company site

Factory IT Service Delivery Manager

At Hitachi Energy - Datong

Posted on Sep 16

View job Apply on company site

IT Service Delivery Manager

At Hitachi Energy - Crystal Springs

Posted on Jul 24

View job Apply on company site

Factory IT Service Delivery Manager

At Hitachi Energy - Shanghai

Posted on Jun 8

View job Apply on company site

General Ledger Associate Accountant

At Eaton - Wuxi

Posted on Oct 29

View job Apply on company site

TikTok Shop - Partner Operations Manager

At TikTok - Kuala Lumpur

Posted on Oct 12

View job Apply on company site

Regional Executive Service Leader - WIND-2

At GE Vernova - Remote / Flexible

Posted on Oct 29

View job Apply on company site

Manager Of Global Business Services Center of Expertise (COE)

At The TJX Companies, Inc. - Hyderabad

Posted on Oct 29

View job Apply on company site

Global Mobility Manager

At Uber - San Francisco · Chicago

Posted on Oct 30

View job Apply on company site

Data Product Manager -Senior Consultant-AI&E

At Deloitte - Jericho · New York

Posted on Oct 27

View job Apply on company site

Service Contract Administrator

At Schneider Electric

Posted on Oct 22

View job Apply on company site

Senior Manager, School Partnerships

At Lincoln Center for the Performing Arts - New York

Posted on Nov 6

View job Apply on company site

Manager, Enterprise Network Services (US)

At TD Bank - Mount Laurel · Fort Lauderdale

Posted on Nov 3

View job Apply on company site

Senior Manager, Service Management - ServiceNow Platform

At Biogen - Cambridge

Posted on Oct 16

View job Apply on company site

Lead - BPHR

At Infosys - Hartford

Posted on Nov 4

View job Apply on company site

Cloud Operations Manager

At Leidos - Alexandria

Posted on Oct 29

View job Apply on company site

Q3- NAMORC- Oracle Fusion Cloud Program Manager - Canada

At Infosys - Mississauga

Posted on Nov 3

View job Apply on company site

GFA COE Associate Accountant

At Eaton - Suzhou

Posted on Oct 23

View job Apply on company site

TikTok

TikTok Shop - Service Delivery Program Manager

Jakarta Selatan, IndonesiaOperationsPosted Oct 4, 2026

Apply on company site View full job

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. The Service Operations team, part of the SEA GNE organization, delivers trustworthy and excellent service experiences for every user of TikTok Shop.

Reporting to the Service Delivery Lead, the Service Delivery PM is the human in the loop; leveraging automation, AI-driven insights, and scalable processes to drive continuous improvement in service quality, knowledge accuracy, and agent proficiency for their assigned country market. This role has end-to-end service delivery excellence: from identifying gaps through data and automation, to designing and executing interventions, to measuring outcomes and iterating.

Responsibilities
- Serve as the primary country domain owner for operational issue management, coordinating fast resolution for our users, across internal cross-functional teams and BPO partners.
- Define and execute country-level service delivery strategy across quality assurance, knowledge management, training, and operational improvement.
- Own country-level operational quality scorecards, track performance against targets, and proactively escalate risks with recommended actions.
- Identify and help scale AI-enabled solutions working with regional service solutions team, such as chatbot, intelligent routing, automated QA, and knowledge automation.
- Use AI-powered tools, automation, dashboards, and quality monitoring data to identify service gaps, risks, fatal errors, and coaching opportunities.
- Act as the human-in-the-loop to validate AI insights, prioritize interventions, and ensure automation outputs meet quality, accuracy, and safety standards.
- Lead root cause analysis on quality failures, repeat contacts, escalation patterns, and contact drivers to improve service outcomes.
- Design and implement scalable QA processes, audit frameworks, coaching mechanisms, and performance monitoring systems.
- Partner with Regional Solutions, Product, Policy, BPO teams, and other stakeholders to close knowledge gaps and improve first-contact resolution.
- Analyze user feedback and operational data to redesign inefficient workflows and drive automation-first process improvements.
- Drive BPO performance, working closely with Partner Operations Manager using audit results, knowledge assessments, and performance metrics.

Qualifications

Minimum Qualifications
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualifications
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- Bachelor's degree or above with 3+ years of experience in Operations, Quality Assurance, Knowledge Management, or Customer Service, ideally spanning more than one of these disciplines.
- Demonstrated experience using data and analytics to drive operational improvements (e.g., proficiency in Excel/Sheets, dashboards, and data visualization tools to analyze customer service KPIs and processes).
- Strong analytical and problem-solving skills with a track record of identifying root causes and implementing scalable solutions.
- Experience working with BPO partners, including performance management, coaching, and training.
- Self-motivated and comfortable working independently in a fast-paced, diverse, global team environment with a bias for action and continuous improvement.

Preferred Qualifications
- Experience with AI/automation tools in a customer service context (e.g., chatbots, automated QA scoring, AI-assisted knowledge management, or intelligent workflow tools).
- Experience in e-commerce, marketplace platforms, or high-volume consumer service environments.
- Understanding of regional industry standards, business operations, and regulatory requirements in Southeast Asia.
- Project management experience with the ability to manage multiple concurrent initiatives and deliver on tight timelines.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

View company profile