Senior Specialist / Service Delivery Manager

About the role

The Senior Specialist / Service Delivery Manager is the primary operational partner and relationship owner for a portfolio of strategic clients. The role sits at the intersection of Operations, Sales and Product & Technology, leading executive-level client engagements, turning business needs into operational execution and proactively improving client experience, scalability and long-term growth.

Key responsibilities

• Own the end-to-end relationship for an assigned client portfolio, building trusted relationships with senior client stakeholders and acting as a strategic advisor
• Identify and drive opportunities for service expansion, optimization and value creation, anticipating client needs and risks
• Lead client governance forums (QBRs/MBRs) and act as a senior escalation point for complex issues
• Own end-to-end service delivery, ensuring readiness for volume shifts, process updates and new launches, and coordinating across Operations, Product and Technology teams
• Monitor service metrics, develop client-facing reports and insights, support capacity planning and demand management, and drive outcomes beyond SLAs
• Lead root cause analysis and continuous improvement initiatives, and share knowledge across the team

Required profile

• 3-5+ years of experience in Service Delivery, Operations, Customer Support or SLA-driven service environments
• Bachelor's degree in a relevant field such as Finance, Accounting or Business Administration
• Experience managing enterprise or strategic client relationships and engaging with senior executives
• Experience in fintech, payments, SaaS or B2B environments preferred

Required skills

• Strong background in SLAs, KPIs and service delivery performance
• Ability to turn data into business insights
• Client ownership, executive presence, data-driven decision making and commercial awareness

What we offer

• Market-competitive salary
• Career growth and development in a global organization
• Hybrid schedule with 2 days in the office per week
• Health, disability and life insurance
• Paid holidays, time off and leave for life events
• Paid volunteering days (5 per year)