Service Delivery Manager (bilingual English)
Core
Drive client satisfaction, operational excellence, and team performance across customer engineering and support functions.
Role type
Senior Service Delivery Manager
Builds
Strategic consulting, design, advisory services, market research, and contact center analytics
Domain
BPO / Customer Experience / IT Services
Required skills
Client relationship management, stakeholder management, operational leadership, KPI/SLA monitoring, workforce planning, process improvement, risk management, cost optimization, cross-functional collaboration, technical alignment
Preferred skills
Bachelor's degree in Business/IT/Operations, 5-7+ years in service delivery or project management, experience with US and LATAM teams
Technologies
Cloud solutions, contact center analytics platforms
Responsibilities
Serve as primary point of contact for assigned accounts; lead quarterly and monthly business reviews; partner with HR, IT, Finance, and Compliance; support workforce planning and team development; oversee business operations for customer support teams; monitor and optimize KPIs, SLAs, and performance metrics; identify and implement continuous improvement initiatives; manage risks and escalations; track cost drivers and support cost-reduction initiatives.
Seniority
Senior, hands-on IC with leadership responsibilities