Sr. Service Delivery Manager- Bilingual

Concentrix · Nicaragua · posted today ago

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About this role

Job Title:

Sr. Service Delivery Manager- Bilingual

Job Description

Senior Service Delivery Manager (T7) – Concentrix Global Delivery

Overview

The Senior Service Delivery Manager (Sr. SDM) is accountable for delivery results — including costs, methods, and staffing — across one large account or multiple accounts / lines of business within customer engineering and support functions. Acting as the senior liaison between clients, delivery teams, and executive stakeholders, the Sr. SDM translates functional plans into operational processes, guides execution through subordinate managers, supervisors, and professional staff, and drives continuous improvement across sections and disciplines.

This role requires several years of functional expertise in service delivery: the Sr. SDM receives objective-based assignments and independently determines the resources, methods, and organization needed to meet schedules and goals. The role executes financials, business planning, organizational priorities, and workforce decisions, directly influences unit and sub-unit policy, and interprets internal and external business or regulatory challenges to recommend solutions and service improvements. The Sr. SDM embodies the Concentrix culture, modeling values and mentoring managers and professionals to foster collaboration, accountability, and innovation.

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).