Strategic Service Delivery Leader

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

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