Technical Service Delivery Manager (Client & Account Manager)
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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 organization
Lead delivery across technical and customer support accounts
Operate with real accountability for outcomes, not just execution
Gain exposure to executive‑level client conversations and strategic decision‑making
Grow into senior leadership within a scaling global delivery organization
What You’ll Own
Client & Account Ownership
Act as the primary owner and escalation point for assigned client accounts
Lead onboarding of new accounts, defining SLAs, KPIs, staffing models, and success criteria
Run structured client cadences, including WBRs/MBRs and performance reviews
Anticipate delivery risks, manage escalations, and proactively drive retention and growth
Make and defend trade‑off decisions related to staffing, cost, quality, and timelines
BPO Operations & Team Leadership
Lead Team Leaders and managers across BPO and tech support environments
Ensure SLA achievement across multiple accounts, regions, and time zones
Set operating rhythms, accountability frameworks, and delivery standards
Drive coaching, leadership development, and succession planning
Standardize processes and continuously improve operational performance
Financial & Performance Management
Own P&L performance for assigned accounts, including revenue and gross margin
Partner with Finance and Workforce teams to forecast staffing needs and capacity
Model growth scenarios and assess operational and financial feasibility
Identify risks to margin or service levels and take corrective action proactively
Ensure accurate reporting, forecasting, and invoicing
What You MUST Bring
3‑5+ years’ experience in BPO or call‑center operations, managing client accounts
2+ years leading Team Leaders or managers, not only frontline agents
Direct experience owning client‑facing delivery decisions, not just execution
Proven exposure to forecasting, staffing planning, or financial trade‑offs
Experience running tech, software, or technology‑enabled support accounts
Strong client‑facing communication skills, including executive‑level reporting
Ability to manage multiple accounts and priorities under pressure
Desirable
Bachelor’s degree in Business Administration or a related field (or equivalent experience)
Experience scaling international or multi‑region BPO operations
Exposure to SaaS, technical support, or software‑driven service environments
Important Note
This role is not a frontline Team Lead or purely operational coaching position. xphnsxz 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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