Job Title:
Service Delivery Manager (bilingual English)
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
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.
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Location:
NIC Work-at-Home
Language Requirements:
Time Type:
