Are you ready to elevate your career and make an impact in the field of service delivery? Join our vibrant team ! Since our establishment in 1994, we have been pioneers in innovation and excellence, with a strong international presence across North & Latin America, Asia, Europe, and MEA.What You'll Do:As a Service Delivery Manager, you will play a critical role in ensuring seamless services to our clients and enhancing customer satisfaction. Your responsibilities will span from managing service delivery processes to coordinating with different teams to achieve the highest level of efficiency and client satisfaction.Key ResponsibilitiesLeading and managing an account of 150+ employeesResponsible for the quality, delivery, and Client satisfaction of end-to-end service management within the assigned accountResponsible for the management of service delivery, quality and cost optimization, service revenue and expansion, billed work, and overall service client satisfactionWork with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base, meeting and exceeding objectivesResponsible for the Quality of Service Delivery throughout the assigned account baseServe as the single point of contact for the Client and Operations team on all service delivery and Client service-related matters, and manage all aspects of service delivery operations end-to-endEnsures service delivery is in accordance with contract service level agreements and meets or exceeds customer expectationsConducts service performance reviews with clients, evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against planResponsible for engaging other service delivery support teams and working across matrix organizations to optimize service quality and provide solutions to service delivery issuesResponsible for the total service revenue and service growth of assigned accountsAccountable for financial management and services cost optimization;Financial responsibility for assigned accounts, including forecasts, assisting with billing queues and invoice and accounts receivable issues, and providing contract and billed work quotesEnsure contract terms and conditions are fulfilled, including on-time and on-budget performance, completion of quality checks, and resolution of non-performance issues with suppliers and subcontractorsAudit team actions, orders, and procedures; frequently conduct skip-level meetings to ensure equal chances of support for his assigned team members and encourage a healthy environment, which leads to better opportunities for achieving targets and benchmarksCommunicates with the client concerning the business reviews operational results, participates in the client's meetings, and aligns with the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmarkRequirementsEssential Skills and RequirementsBachelor's degreeMinimum 7 years of experience in a call center environmentMinimum 3 years of experience as an Assistant Manager (managing voice account)Preferred to have Interpretation Management ExperienceKnowledge of issues and terminology of the interpreter professionExcellent EnglishExcellent Operational KnowledgeUnderstanding of the client's business areas at all levelsKnowledge of all COPC requirementsAbility to manage 24/7 operationsStrong performance trackPresentation SkillsDecision makerStrong Communication SkillsGood Time ManagementStrong Leadership skillsTeam ManagementClient OrientationResults OrientationQuality FocusWork Conditions: Working Hours: US shiftWorking model: OfficeWorking Days: 5 days (2 days off)