Service Delivery Manager

Concentrix; Wes-Kaap; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Concentrix in South Africa is seeking a Service Delivery Manager to act as the strategic partner between the client and our internal operations, overseeing the end-to-end customer journey—from action tracking and risk mitigation to financial performance and service excellence.

The role requires strategic leadership, governance oversight, capacity planning, and cross-functional collaboration to drive revenue, profitability, and client satisfaction while owning the P&L and shaping service delivery

Qualifications

• Experience leading service delivery strategy within a contact center environment.
• Proven experience managing P&L, budgeting, and financial analysis.
• Ability to lead, mentor, and coach teams and advise senior management.
• Mastery of English communication, written and verbal.
• Strategic influencer capable of negotiating win‑win outcomes.
• Advanced proficiency in Microsoft Office.

Responsibilities

• Lead service delivery strategy to attainment of key metrics, revenue and profitability.
• Coordinate governance meetings, QBRs and executive reviews for account health.
• Set program plans, prioritize initiatives, resolve conflicts to improve effectiveness.
• Act as primary liaison, delivering solutions for client needs and long-term initiatives.
• Maintain visibility of service performance, dependencies and contractual adherence.
• Direct capacity planning and drive cross-functional collaboration.
• Own P&L and financial performance, participate in budgets, pricing models.
• Oversee client invoicing accuracy and coordinate with Finance on billing.
• Serve as escalation point for client requests and project bottlenecks.
• Identify risks and governance obligations, tracked through to resolution.

Skills

Service delivery strategy

Contact center experience

P&L management

Budgeting

Leadership

English communication

Microsoft Office

Job description

What you will be doing:

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.

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.

What you will need:

Candidate requirements

• 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.

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affiantatea Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.