Senior Service Delivery Manager (Bilingual)

About the role

The Senior Service Delivery Manager is accountable for delivery results—including costs, methods, and staffing—across large accounts or multiple lines of business within customer engineering and support functions. Acting as the senior liaison between clients, delivery teams, and executive stakeholders, the role translates functional plans into operational processes and drives continuous improvement.

Key responsibilities

• Own senior client relationships, act as escalation point and trusted advisor, lead governance meetings such as QBRs and executive business reviews.
• Provide leadership to managers, supervisors and professional staff, partner with engineering and cloud solution architects to align technical strategy with client requirements, and oversee workforce planning and talent development.
• Drive operational and financial excellence by managing costs, methods and staffing, defining and monitoring KPIs, SLAs and contractual obligations, and leading risk management and escalation processes.
• Champion customer satisfaction initiatives, own CSAT strategy, and promote Concentrix culture through mentorship and collaboration.

Required profile

• Bachelor’s degree in Business Administration, Operations Management, IT or related field (advanced degree a plus) with 7‑10+ years of service delivery or program management experience.
• Proven track record of P&L ownership, financial planning, forecasting and delivering margin targets at portfolio scale.
• Strong communication and executive presence, fluent in English, with advanced negotiation and presentation skills.
• Experience managing large multi‑team operations across US and LATAM, and translating business strategy into operational processes.