Service delivery manager- bilingual at concentrix 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. 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. Seniority level mid-senior level employment type full-time job function project management and information technology industries it services and it consulting #j-18808-ljbffr