Service Delivery Manager- Bilingual

Summary

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.

Description

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.

Key Responsibilities

Client & Stakeholder Engagement

•               Build strong client relationships and serve as the primary point of contact for assigned accounts.

•               Manage client communications, ensuring timely resolution of concerns and effective conflict management.

•               Lead client-facing meetings, including QBRs and monthly reviews, to communicate business needs, service outcomes, and improvement plans.

•               Collaborate with stakeholders across HR, IT, Finance, and Compliance to ensure operational alignment and delivery excellence.

•               Team & Engineering Collaboration

•               Partner with engineering teams and Cloud Solution Architects to align technical delivery with client requirements and business operations.

•               Support workforce planning including onboarding, training, and professional development to build resilient, high-performing teams.

•               Enable operational consistency across US and LATAM teams, ensuring technical excellence and scalability.

•               Assist engineers in understanding client requirements and provide ongoing support post-onboarding.

Operational Excellence

•               Oversee business operations for customer support teams, ensuring seamless delivery and efficiency.

•               Monitor and optimize KPIs, SLAs, and contractual obligations, consistently achieving or exceeding performance metrics.

•               Drive operational reviews through daily stand-ups, weekly performance meetings, and executive reporting.

•               Implement continuous improvement initiatives across workflows, escalation processes, and documentation.

•               Manage risks and escalations proactively, ensuring timely resolution aligned with client expectations.

•               Track and reduce costs while maintaining service quality and client satisfaction.

•               Customer Satisfaction & Culture

•               Champion CSAT initiatives by seeking client feedback and developing action plans to improve satisfaction scores.

•               Collaborate with teams to drive improvements in service delivery and customer experience.

•               Model Concentrix culture by aligning actions and behaviors with organizational values.

•               Mentor others to understand and embody the Concentrix culture.

Qualifications

•               Bachelor’s degree in Business Administration, Operations Management, IT, or related field (preferred).

•               5–7+ years of experience in service delivery, business operations, or project management within IT services or customer support environments.

•               Proven expertise in KPI management, operational performance tracking, and business reporting.

•               Strong communication skills (verbal and written), with fluency in English

•               Excellent negotiation and presentation skills with the ability to influence at all organizational levels.

•               Demonstrated leadership in managing large support or engineering teams and driving operational excellence.

•               Experience collaborating with technical teams to align business operations with technical delivery.

•               Proven ability to manage multiple client-focused projects in fast-paced, deadline-driven environments.

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