Sr. Service Delivery Manager- Bilingual

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

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Own senior client relationships for assigned accounts, serving as the escalation point and trusted advisor for delivery, commercial alignment, and service strategy.

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Lead client-facing governance, including QBRs, monthly business reviews, and executive reporting, communicating business needs, service outcomes, financial performance, and improvement roadmaps.

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Effectively communicate and present results and recommendations across disciplines, partnering with key contacts outside own area of expertise and other external stakeholders.

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Interpret internal or external business challenges and regulatory issues affecting the accounts and recommend solutions, best practices, and service improvements.

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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

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Provide leadership to Managers, Supervisors, and/or Professional staff; manage the activities of multiple sections or a discipline through subordinate supervisors and professionals.

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Partner with engineering leadership and Cloud Solution Architects to align technical strategy and delivery models with client requirements and business operations.

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Own workforce planning for the assigned scope — hiring plans, staffing mix, onboarding, training strategy, and succession/career development — building resilient, high-performing, scalable teams.

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Drive operational consistency and technical excellence across US and LATAM teams, establishing standards, playbooks, and cross-site operating models.

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Guide subordinate managers within the latitude of established company policies, applying well-defined management precedents while developing new methods where needed.

Operational & Financial Excellence

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Carry responsibility for results across the assigned accounts, including costs, methods, and staffing; execute financials, business planning, and organizational priorities.

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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.

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Define, monitor, and optimize KPIs, SLAs, and contractual obligations across sections, consistently achieving or exceeding performance and margin targets.

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Establish and improve procedures affecting the section or multiple disciplines; recommend changes to unit and sub-unit policies for improve