Position Summary
The Service Delivery Manager (SDM) is responsible for driving client satisfaction, operational excellence, and team performance across customer engineering and support functions. Acting as the primary liaison between clients, internal teams, and stakeholders, the SDM ensures seamless delivery of services, alignment of technical execution with business objectives, and continuous improvement of processes. This role is both client-facing and operationally strategic, requiring strong relationship management, performance optimization, and leadership skills.
The SDM embodies the Concentrix culture, modeling values and mentoring others to foster collaboration, accountability, and innovation.
Responsibilities
•Build and maintain strong client relationships, serving as the primary point of contact for assigned accounts.
•Manage client communications with professionalism, urgency, and clarity, ensuring concerns are resolved effectively and conflicts are addressed proactively.
•Lead client-facing meetings, including quarterly business reviews, monthly reviews, and operational discussions to communicate business needs, service outcomes, risks, and improvement plans.
•Partner with stakeholders across HR, IT, Finance, and Compliance to support operational alignment, governance, and delivery excellence.
•Collaborate with engineering teams and Cloud Solution Architects to align technical delivery with client requirements and business priorities.
•Support workforce planning efforts, including onboarding, training, coaching, and professional development to build resilient, high-performing teams.
•Drive operational consistency across US and LATAM teams, supporting technical excellence, scalability, and a unified service delivery approach.
•Help engineers understand client expectations, operational requirements, and delivery priorities while providing continued support after onboarding.
•Oversee business operations for customer support teams, ensuring seamless delivery, operational efficiency, and a strong client experience.
•Monitor, analyze, and optimize KPIs, SLAs, contractual obligations, and performance metrics to consistently meet or exceed expectations.
•Lead operational reviews through daily stand-ups, weekly performance meetings, executive updates, and business reporting.
•Identify and implement continuous improvement initiatives across workflows, escalation management, documentation, reporting, and service delivery practices.
•Manage risks and escalations proactively, ensuring timely resolution aligned with client expectations and business requirements.
•Track cost drivers and support cost-reduction initiatives while maintaining service quality, employee effectiveness, and client satisfaction.
•Champion customer satisfaction initiatives by gathering client feedback, identifying improvement opportunities, and developing action plans to enhance CSAT results.
•Collaborate with teams to improve service delivery, strengthen the customer experience, and create measurable business outcomes.
•Model Concentrix culture by aligning actions and behaviors with organizational values.
•Mentor others to understand, promote, and embody the Concentrix culture in day-to-day work.
Qualifications
•Bachelor's degree in Business Administration, Operations Management, IT, or a related field preferred.
•5–7+ years of experience in service delivery, business operations, project management, IT services, or customer support environments.
•Proven experience managing KPIs, SLAs, operational performance, business reporting, and service delivery outcomes.
•Strong verbal and written communication skills, with fluency in English.
•Excellent negotiation, presentation, and stakeholder management skills, with the ability to influence across all organizational levels.
•Demonstrated leadership experience managing large support or engineering teams and driving operational excellence.
•Experience working closely with technical teams to align business operations, client expectations, and technical delivery.
•Ability to manage multiple client-focused projects in fast-paced, deadline-driven environments.
•Strong problem-solving skills with the ability to manage ambiguity, prioritize competing needs, and drive timely decisions.
•Continuous improvement mindset with a focus on efficiency, scalability, quality, and customer satisfaction.
•Ability to build trusted relationships across clients, internal teams, and cross-functional stakeholders.
Location
MEX Work-at-Home
Time Type
Full time
