Service Delivery Manager, Bilingual
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Job Description
Service Delivery Manager optimizing client satisfaction within Concentrix's global tech environment. Managing client relationships and operational processes for customer support teams in a dynamic setting.
Responsibilities:
- 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.
- 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.
- Oversee business operations for customer support teams, ensuring seamless delivery and efficiency.
- Champion CSAT initiatives by seeking client feedback and developing action plans to improve satisfaction scores.
Requirements:
- 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.
Benefits:
- Health insurance
- Professional development
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