Remote Service Delivery Manager

Concentrix; Ciudad de México; Remote; MXN 600,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Service Delivery Manager to drive client satisfaction and operational excellence across US and LATAM teams. You will lead client-facing activities, coordinate with HR, IT, Finance, and Compliance, and mentor teams to maintain high performance.

Strong English communication and leadership are essential for success. The role emphasizes continuous improvement, governance, and agile delivery, with a focus on scalable service delivery and measurable outcomes.

Qualifications

• Bachelor’s degree preferred in Business Administration, IT, or related field.
• 5–7+ years of experience in service delivery, operations, or customer support environments.
• Proven ability to manage KPIs, SLAs, reporting, and service delivery outcomes.
• Strong verbal and written communication skills in English.
• Excellent negotiation, presentation, and stakeholder management across all levels.

Responsibilities

• Build and maintain strong client relationships as the primary contact for accounts.
• Lead client-facing meetings, quarterly business reviews, monthly reviews, and operational discussions.
• Partner with HR, IT, Finance, and Compliance to ensure governance and delivery excellence.
• Collaborate with engineering teams to align delivery with client requirements.
• Support workforce planning, onboarding, training, and professional development.
• Drive consistency across US and LATAM teams for scalable service delivery.
• Monitor KPIs, SLAs, and performance metrics to meet or exceed targets.
• Identify and implement continuous improvement initiatives in workflows and reporting.
• Manage risks and escalations to ensure timely resolution aligned with expectations.

Skills

Client relationship mgmt

KPI & SLA management

Stakeholder management

Leadership

English fluency

Education

Bachelor’s degree in Business Administration/IT or related field

Tools

CRM systems

MS Office

Job description

Concentrix is seeking a Service Delivery Manager to drive client satisfaction and operational excellence across US and LATAM teams. You will lead client-facing activities, coordinate with HR, IT, Finance, and Compliance, and mentor teams to maintain high performance.

Strong English communication and leadership are essential for success. The role emphasizes continuous improvement, governance, and agile delivery, with a focus on scalable service delivery and measurable outcomes.