Ph3Technical Service Delivery Manager (Client Account Manager) /h3pWe’re hiring an experienced Technical Service Delivery Manager (SDM) to own client accounts end-to-end, lead delivery teams in BPO and tech-enabled environments, and be directly accountable for service quality, financial performance, and client retention. /ppThis is not a frontline team‑lead role. This role requires comfort in making trade‑off decisions across cost, quality, speed, and scale, while acting as a trusted partner to client stakeholders. /ph3Why This Role? /h3ulliOwn high‑impact client relationships in a global, remote‑first organization /liliLead delivery across technical and customer support accounts /liliOperate with real accountability for outcomes, not just execution /liliGain exposure to executive‑level client conversations and strategic decision‑making /liliGrow into senior leadership within a scaling global delivery organization /li /ulh3What You’ll Own /h3h3Client Account Ownership /h3ulliAct as the primary owner and escalation point for assigned client accounts /liliLead onboarding of new accounts, defining SLAs, KPIs, staffing models, and success criteria /liliRun structured client cadences, including WBRs/MBRs and performance reviews /liliAnticipate delivery risks, manage escalations, and proactively drive retention and growth /liliMake and defend trade‑off decisions related to staffing, cost, quality, and timelines /li /ulh3BPO Operations Team Leadership /h3ulliLead Team Leaders and managers across BPO and tech support environments /liliEnsure SLA achievement across multiple accounts, regions, and time zones /liliSet operating rhythms, accountability frameworks, and delivery standards /liliDrive coaching, leadership development, and succession planning /liliStandardize processes and continuously improve operational performance /li /ulh3Financial Performance Management /h3ulliOwn PL performance for assigned accounts, including revenue and gross margin /liliPartner with Finance and Workforce teams to forecast staffing needs and capacity /liliModel growth scenarios and assess operational and financial feasibility /liliIdentify risks to margin or service levels and take corrective action proactively /liliEnsure accurate reporting, forecasting, and invoicing /li /ulh3What You MUST Bring /h3ulli3‑5+ years’ experience in BPO or call‑center operations, managing client accounts /lili2+ years leading Team Leaders or managers, not only frontline agents /liliDirect experience owning client‑facing delivery decisions, not just execution /liliProven exposure to forecasting, staffing planning, or financial trade‑offs /liliExperience running tech, software, or technology‑enabled support accounts /liliStrong client‑facing communication skills, including executive‑level reporting /liliAbility to manage multiple accounts and priorities under pressure /li /ulh3Desirable /h3ulliBachelor’s degree in Business Administration or a related field (or equivalent experience) /liliExperience scaling international or multi‑region BPO operations /liliExposure to SaaS, technical support, or software‑driven service environments /li /ulh3Important Note /h3pThis role is not a frontline Team Lead or purely operational coaching position. Candidates whose experience is limited to agent‑level performance management without ownership of client strategy, forecasting, or financial outcomes may not be a fit at this time. /p /p #J-18808-Ljbffr