Remote Service Delivery Manager – Bilingual English

Concentrix; México; Remote; MXN 700,000 - 1,000,000; Full time

Job summary

Concentrix is seeking a Service Delivery Manager (bilingual English) for a remote-based role in Mexico. You will drive client satisfaction, operational excellence, and team performance across engineering and support functions, serving as the primary liaison between clients and internal teams.

Strong leadership and English fluency are essential. The role involves coordinating with HR, IT, Finance, and Compliance, leading client reviews, and ensuring delivery aligns with business priorities while

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, IT, or a related field.
• 5–7+ years of experience in service delivery, business operations, project management, IT services, or customer support.
• Proven experience managing KPIs, SLAs, operational performance, and reporting.
• Strong verbal and written communication skills, fluent in English.
• Leadership experience managing large teams and driving operational excellence.

Responsibilities

• Build and maintain strong client relationships, serving as the primary point of contact for assigned accounts.
• Manage client communications with professionalism, urgency, and clarity, ensuring concerns are resolved effectively and conflicts are addressed proactively.
• 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.
• Manage risks and escalations proactively, ensuring timely resolution aligned with client expectations and business requirements.
• Track cost drivers and support cost-reduction initiatives while maintaining service quality, employee effectiveness, and client satisfaction.
• Champion customer satisfaction initiatives by gathering client feedback, identifying improvement opportunities, and developing action plans to enhance CSAT results.
• Collaborate with teams to improve service delivery, strengthen the customer experience, and create measurable business outcomes.
• Model Concentrix culture by aligning actions and behaviors with organizational values.
• Mentor others to understand, promote, and embody the Concentrix culture in day-to-day work.

Skills

KPI management

SLA management

Stakeholder management

English fluent

Leadership

Education

Bachelor's degree in Business Administration

Job description

Concentrix is seeking a Service Delivery Manager (bilingual English) for a remote-based role in Mexico. You will drive client satisfaction, operational excellence, and team performance across engineering and support functions, serving as the primary liaison between clients and internal teams.

Strong leadership and English fluency are essential. The role involves coordinating with HR, IT, Finance, and Compliance, leading client reviews, and ensuring delivery aligns with business priorities while