Service Delivery Manager

Concentrix; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Service Delivery Manager to act as the strategic partner and governance authority between the client and internal operations. You will oversee the end-to-end customer journey and ensure alignment with business objectives, including financial performance and service excellence.

The role requires strong leadership, experience in contact centers, and proficiency in English. You will manage program scope, drive cross-functional collaboration, and oversee budgeting, billing

Qualifications

• Experience leading service delivery strategy in a contact center or similar environment.
• Proven ability to manage P&L, budgeting, and financial analysis.
• Ability to lead, mentor and coach teams; act as strategic advisor.
• Mastery of English, written and verbal, with strong data interpretation skills.

Responsibilities

• Lead service delivery strategy to achieve key metrics, revenue, and profitability.
• Coordinate governance meetings, QBRs, and executive reviews to ensure account health.
• Define program plans, prioritize initiatives, and resolve conflicts for outcomes.
• Partner with client and internal teams to align with strategic business objectives.

Skills

Service delivery leadership

P&L management

Budgeting & finance

Stakeholder management

English communication

MS Office

Contract negotiations

Tools

Microsoft Office

Job description

Job Description

The Service Delivery Manager (SDM) acts as the strategic partner and central governance authority between the client and our internal operations. You will manage the overall operations program scope, ensuring continuous alignment with strategic business objectives while overseeing the end-to-end customer journey—from action tracking and risk mitigation to financial performance and service excellence.

Job Title

Service Delivery Manager

Job Description

The Service Delivery Manager (SDM) acts as the strategic partner and central governance authority between the client and our internal operations. You will manage the overall operations program scope, ensuring continuous alignment with strategic business objectives while overseeing the end-to-end customer journey—from action tracking and risk mitigation to financial performance and service excellence.

What You Will Be Doing

Strategic Leadership & Governance

• Operational Strategy: Lead service delivery strategy to ensure key metric attainment, driving revenue and profitability.
• Governance Oversight: Coordinate formal governance meetings, Quarterly Business Reviews (QBRs), and executive reviews to maintain account health and transparency.
• Performance Management: Set program plans, prioritize initiatives, and resolve conflicts to enhance effectiveness in reaching business goals.
• Strategic Advisor: Act as the primary liaison, providing solutions for immediate client needs while championing long-term business initiatives.

Operational Excellence

• Program Lifecycle: Maintain visibility of service performance, dependencies, and contractual adherence.
• Capacity Planning: Direct and manage all components of capacity planning, inclusive of resource groups.
• Cross-Functional Collaboration: Drive integration across teams to support consistency, best practice sharing, and continuous improvement.

Financial & Commercial Stewardship

• Financial Accountability: Own the P&L and financial performance of client programs, providing significant input on budgets, financial analysis, and pricing models.
• Billing & Invoicing: Oversee the accuracy of client invoicing and coordinate billing queries with Finance teams.
• Contractual Negotiation: Act as a core team member in commercial discussions, contract renewals, and service enhancements, seeking win-win outcomes.

Stakeholder & Risk Management

• Relationship Management: Manage high-level communications with client partners and internal stakeholders.
• Governance & Compliance: Ensure all risks, compliance requirements, and governance obligations are proactively identified, tracked, and managed through to resolution.
• Escalation Point: Serve as the primary escalation point for client requests, operational issues, and project bottlenecks.

Candidate Requirements

What you will need:

• Experience: Significant experience leading service delivery strategy within a contact center environment.
• Financial Acumen: Proven experience managing P&L, budgeting, and complex financial analysis.
• Leadership: Demonstrated ability to lead, mentor, and coach teams and act as a strategic advisor to lower-level management.
• Communication: Mastery of English (written and verbal); advanced ability to comprehend, analyze, and interpret complex business data.
• Strategic Influence: A strategic thinker with a proven ability to influence stakeholders, negotiate win-win outcomes, and drive projects with creativity and ingenuity.
• Technical: Advanced Microsoft Office proficiency.

Why Us?

• Join a company that values innovation and teamwork.
• Be at the forefront of decision-making that shapes our operational future.