Senior Service Delivery Manager

About the role

The Senior Service Delivery Manager will lead day‑to‑day service delivery across multiple lines of business, ensuring operational performance, client satisfaction, and adherence to contractual commitments. This bilingual role requires strong leadership, commercial awareness, and deep knowledge of contact‑center or BPO operations.

Key responsibilities

• Own service delivery performance, aligning with client expectations, contracts, SLAs, KPIs, quality standards and financial targets.
• Lead, coach and develop team leaders and managers, establishing accountability, succession plans and performance improvement actions.
• Act as the primary operational contact for clients, providing updates, presenting results and managing expectations.
• Monitor staffing, scheduling, productivity, quality, customer experience and service levels, addressing gaps with corrective actions.
• Manage operational escalations and incidents, coordinate cross‑functional resolution and ensure root‑cause analysis.
• Partner with workforce management, quality, training, HR, finance and technology teams to achieve business objectives.

Required profile

• Fluent professional proficiency in Spanish and English, able to lead meetings and deliver presentations in both languages.
• At least five years of experience in service delivery, operations or contact‑center environments.
• Minimum three years of people‑management experience overseeing team leaders, supervisors or managers.
• Proven track record managing client relationships, business reviews, escalations and service commitments.
• Bachelor’s degree in business administration, operations management, industrial engineering or equivalent experience.

Required skills

• Strong bilingual communication (Spanish & English).
• Deep understanding of operational metrics, SLAs, quality, workforce planning and financial performance.