Technical Service Delivery Manager (Client & Account Manager)We’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.This 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.Why This Role?Own high‑impact client relationships in a global, remote‑first organizationLead delivery across technical and customer support accountsOperate with real accountability for outcomes, not just executionGain exposure to executive‑level client conversations and strategic decision‑makingGrow into senior leadership within a scaling global delivery organizationWhat You’ll OwnClient & Account OwnershipAct as the primary owner and escalation point for assigned client accountsLead onboarding of new accounts, defining SLAs, KPIs, staffing models, and success criteriaRun structured client cadences, including WBRs/MBRs and performance reviewsAnticipate delivery risks, manage escalations, and proactively drive retention and growthMake and defend trade‑off decisions related to staffing, cost, quality, and timelinesBPO Operations & Team LeadershipLead Team Leaders and managers across BPO and tech support environmentsEnsure SLA achievement across multiple accounts, regions, and time zonesSet operating rhythms, accountability frameworks, and delivery standardsDrive coaching, leadership development, and succession planningStandardize processes and continuously improve operational performanceFinancial & Performance ManagementOwn P&L performance for assigned accounts, including revenue and gross marginPartner with Finance and Workforce teams to forecast staffing needs and capacityModel growth scenarios and assess operational and financial feasibilityIdentify risks to margin or service levels and take corrective action proactivelyEnsure accurate reporting, forecasting, and invoicingWhat You MUST Bring3‑5+ years’ experience in BPO or call‑center operations, managing client accounts2+ years leading Team Leaders or managers, not only frontline agentsDirect experience owning client‑facing delivery decisions, not just executionProven exposure to forecasting, staffing planning, or financial trade‑offsExperience running tech, software, or technology‑enabled support accountsStrong client‑facing communication skills, including executive‑level reportingAbility to manage multiple accounts and priorities under pressureDesirableBachelor’s degree in Business Administration or a related field (or equivalent experience)Experience scaling international or multi‑region BPO operationsExposure to SaaS, technical support, or software‑driven service environmentsImportant NoteThis 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.
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