Position SummaryThe 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. Lead client-facing meetings, including quarterly business reviews, monthly reviews, and operational discussions to communicate business needs, service outcomes, risks, and improvement plans.

Partner with stakeholders across HR, IT, Finance, and Compliance to support operational alignment, governance, and delivery excellence.

Collaborate with engineering teams and Cloud Solution Architects to align technical delivery with client requirements and business priorities.

Support workforce planning efforts, including onboarding, training, coaching, and professional development to build resilient, high-performing teams. Drive operational consistency across US and LATAM teams, supporting technical excellence, scalability, and a unified service delivery approach.

Help engineers understand client expectations, operational requirements, and delivery priorities while providing continued support after onboarding.

Oversee business operations for customer support teams, ensuring seamless delivery, operational efficiency, and a strong client experience.

Monitor, analyze, and optimize KPIs, SLAs, contractual obligations,



and performance metrics to consistently meet or exceed expectations.

Lead operational reviews through daily stand-ups, weekly performance meetings, executive updates, and business reporting.

Identify and implement continuous improvement initiatives across workflows, escalation management, documentation, reporting, and service delivery practices.

Track cost drivers and support cost-reduction initiatives while maintaining service quality, employee effectiveness, and client satisfaction.

Collaborate with teams to improve service delivery, strengthen the customer experience, and create measurable business outcomes.

QualificationsBachelor's degree in Business Administration, Operations Management, IT, or a related field preferred.5–7+ years of experience in service delivery, business operations, project management, IT services, or customer support environments.

Proven experience managing KPIs, SLAs, operational performance, business reporting, and service delivery outcomes.

Strong verbal and written communication skills, with fluency in English.

Excellent negotiation, presentation, and stakeholder management skills, with the ability to influence across all organizational levels.

Demonstrated leadership experience managing large support or engineering teams and driving operational excellence.

Experience working closely with technical teams to align business operations, client expectations, and technical delivery.

Ability to manage multiple client-focused projects in fast-paced, deadline-driven environments.

Continuous improvement mindset with a focus on efficiency, scalability, quality, and customer satisfaction. LI-Remote #WAH #WFH
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📌 Service Delivery Manager (Ciudad de México)
🏢 Concentrix
📍 Ciudad de México