Sr. Service Delivery Manager- Bilingual

Key Responsibilities 

Client & Executive Stakeholder Engagement 

• Own senior client relationships for assigned accounts, serving as the escalation point and trusted advisor for delivery, commercial alignment, and service strategy. 

• Lead client-facing governance, including QBRs, monthly business reviews, and executive reporting, communicating business needs, service outcomes, financial performance, and improvement roadmaps. 

• Effectively communicate and present results and recommendations across disciplines, partnering with key contacts outside own area of expertise and other external stakeholders. 

• Interpret internal or external business challenges and regulatory issues affecting the accounts and recommend solutions, best practices, and service improvements. 

• Manage complex, cross-unit conflict and negotiation with clients and internal stakeholders (HR, IT, Finance, Legal, Compliance), ensuring resolution aligned with contractual and business objectives. 

Delivery Leadership & Engineering Collaboration 

• Provide leadership to Managers, Supervisors, and/or Professional staff; manage the activities of multiple sections or a discipline through subordinate supervisors and professionals. 

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

• Own workforce planning for the assigned scope — hiring plans, staffing mix, onboarding, training strategy, and succession/career development — building resilient, high-performing, scalable teams. 

• Drive operational consistency and technical excellence across US and LATAM teams, establishing standards, playbooks, and cross-site operating models. 

• Guide subordinate managers within the latitude of established company policies, applying well-defined management precedents while developing new methods where needed. 

Operational & Financial Excellence 

• Carry responsibility for results across the assigned accounts, including costs, methods, and staffing; execute financials, business planning, and organizational priorities. 

• Translate functional plans into operational processes and guide execution, recognizing that erroneous decisions or failure to achieve results will add costs and may have up to a one-year impact. 

• Define, monitor, and optimize KPIs, SLAs, and contractual obligations across sections, consistently achieving or exceeding performance and margin targets. 

• Establish and improve procedures affecting the section or multiple disciplines; recommend changes to unit and sub-unit policies for improvement. 

• Develop and manage operational initiatives to deliver tactical results, and apply advanced knowledge and creative solutions across a wide range of moderate to complex problems. 

• Work on complex issues of diverse scope where analysis requires in-depth evaluation of multiple variable factors, including commercial, regulatory, and cross-functional dimensions. 

• Lead the operational review cadence — from daily stand-ups through weekly performance meetings to executive reporting — and drive risk management and escalation resolution across the portfolio. 

• Control resources and drive policy formation in the area of responsibility, tracking and reducing costs while maintaining service quality and client satisfaction. 

Customer Satisfaction & Culture 

• Champion CSAT strategy across the portfolio, owning feedback loops with senior client stakeholders and sponsoring action plans that measurably improve satisfaction scores. 

• Drive service delivery and customer experience improvement programs spanning multiple teams and sections. 

• Model Concentrix culture by aligning actions and behaviors with organizational values, and mentor managers and professionals to embody and propagate the culture. 

Scope & Decision-Making 

• Objective-based assignments; independently determines resources, methods, and techniques to meet schedules and goals, following processes and operational policies. 

• Manages the work of lower-level managers and/or individual contributors; may manage subordinate managers, the operations of one large account, or multiple small accounts or lines of business. 

• Decisions impact others in the immediate team and influence methods and techniques; directly influences unit or sub-unit policies. 

• Interacts frequently with subordinate supervisors, customers, and functional peer-group professionals on matters between sections and multiple units. 

• Comprehensive understanding of own work area and general understanding of adjacent areas; drives application of theories, principles, concepts, and work methods across moderate to complex problems. 

Qualifications 

• Bachelor's degree in Business Administration, Operations Management, IT, or related field (preferred); advanced degree (MBA or equivalent) is a plus. 

• 7–10+ years of experience in service delivery, business operations, or program management within IT services or customer support environments, including 3+ years managing managers, supervisors, or large multi-team operations. 

• Proven ownership of delivery P&L or cost/margin accountability, including financial planning, forecasting, and business reporting. 

• Deep expertise in KPI/SLA management, contractual governance, and operational performance optimization at portfolio scale. 

• Excellent communication skills (verbal and written), with fluency in English; strong executive presence. 

• Advanced negotiation and presentation skills with demonstrated ability to influence at all organizational levels, including client executives. 

• Track record of leading large support or engineering organizations through subordinate leaders and driving operational excellence across sites (US/LATAM experience preferred). 

• Experience translating business strategy into operational processes and partnering with technical leadership on delivery models. 

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