{"id":1281996,"url":"https://alion.io/job/concentrix-service-delivery-manager","title":"Service Delivery Manager","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":68,"open_postings":1062,"ghost_share":0.611,"stale_share":0,"repost_share":0.005,"time_to_fill_p50_days":15,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":41000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":541},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"closed","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-01T04:00:36Z","board_verified":false,"closed_at":"2026-10-01T04:00:36Z","days_open":6,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":5},"description":"Job Title:\nService Delivery ManagerJob Description\nThe Service Delivery Manager (SDM) acts as the strategic partner and central governance authority between the client and our internal operations. You will manage the overall operations program scope, ensuring continuous alignment with strategic business objectives while overseeing the end-to-end customer journey-from action tracking and risk mitigation to financial performance and service excellence.What you will be doing:\nStrategic Leadership & Governance\nOperational Strategy: Lead service delivery strategy to ensure key metric attainment, driving revenue and profitability.\n Governance Oversight: Coordinate formal governance meetings, Quarterly Business Reviews (QBRs), and executive reviews to maintain account health and transparency.\nPerformance Management: Set program plans, prioritize initiatives, and resolve conflicts to enhance effectiveness in reaching business goals.\nStrategic Advisor: Act as the primary liaison, providing solutions for immediate client needs while championing long-term business initiatives.\nOperational Excellence\nProgram Lifecycle: Maintain visibility of service performance, dependencies, and contractual adherence.\nCapacity Planning: Direct and manage all components of capacity planning, inclusive of resource groups.\nCross-Functional Collaboration: Drive integration across teams to support consistency, best practice sharing, and continuous improvement.\nFinancial & Commercial Stewardship\nFinancial Accountability: Own the P&L and financial performance of client programs, providing significant input on budgets, financial analysis, and pricing models.\nBilling & Invoicing: Oversee the accuracy of client invoicing and coordinate billing queries with Finance teams.\nContractual Negotiation: Act as a core team member in commercial discussions, contract renewals, and service enhancements, seeking win-win outcomes.\nStakeholder & Risk Management\nRelationship Management: Manage high-level communications with client partners and internal stakeholders.\nGovernance & Compliance: Ensure all risks, compliance requirements, and governance obligations are proactively identified, tracked, and managed through to resolution.\nEscalation Point: Serve as the primary escalation point for client requests, operational issues, and project bottlenecks.\nWhat you will need:\nCandidate requirements\nExperience: Significant experience leading service delivery strategy within a contact center environment.\nFinancial Acumen: Proven experience managing P&L, budgeting, and complex financial analysis.\nLeadership: Demonstrated ability to lead, mentor, and coach teams and act as a strategic advisor to lower-level management.\n Communication: Mastery of English (written and verbal); advanced ability to comprehend, analyze, and interpret complex business data.\nStrategic Influence: A strategic thinker with a proven ability to influence stakeholders, negotiate win-win outcomes, and drive projects with creativity and ingenuity.\nTechnical: Advanced Microsoft Office proficiency.\nWhy Us?\nJoin a company that values innovation and teamwork.\nBe at the forefront of decision-making that shapes our operational future.\nReady to make a difference? Apply now and lead the charge in optimizing our service delivery!\nLocation:\nZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape TownLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":3395,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-26T02:58:59Z"},{"event":"close","at":"2026-10-01T04:00:36Z"}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/concentrix-service-delivery-manager","json_url":"https://alion.io/job/concentrix-service-delivery-manager.json","meta":{"generated_at":"2026-10-01T12:52:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4400,"day_limit":5000,"remaining_today":600,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}