Service Delivery Manager (Bilingual English)

About the role

The Service Delivery Manager drives client satisfaction, operational excellence and team performance across customer engineering and support functions. As the main link between clients, internal teams and stakeholders, the role ensures seamless service delivery, alignment of technical execution with business goals and continuous process improvement. It is both client-facing and operationally strategic, and requires strong relationship management, performance optimization and leadership skills.

Key responsibilities

• Build and maintain strong client relationships and act as the primary contact for assigned accounts
• Lead client meetings such as quarterly business reviews, monthly reviews and operational discussions
• Partner with HR, IT, Finance and Compliance, and work with engineering teams and Cloud Solution Architects on technical delivery
• Support workforce planning, including onboarding, training, coaching and professional development
• Drive operational consistency across US and LATAM teams and oversee business operations for customer support teams
• Monitor and optimize KPIs, SLAs, contractual obligations and performance metrics; lead daily stand-ups, weekly performance meetings and executive updates
• Identify and implement continuous improvement initiatives and manage risks and escalations proactively
• Track cost drivers, support cost-reduction initiatives and champion customer satisfaction initiatives based on client feedback
• Mentor others and model the organization's culture

Required profile

• Bachelor's degree in Business Administration, Operations Management, IT or a related field preferred
• 5-7+ years of experience in service delivery, business operations, project management, IT services or customer support
• Proven experience managing KPIs, SLAs, operational performance and business reporting
• Demonstrated leadership experience managing large support or engineering teams
• Experience working closely with technical teams and managing multiple client-focused projects in fast-paced environments

Required skills

• Fluency in English, with strong verbal and written communication
• Negotiation, presentation and stakeholder management skills
• Problem-solving and ability to manage ambiguity and competing priorities