Service Delivery Manager
Konecta
France
ABOUT US
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
MISSION OF THE ROLE
We are seeking a highly motivated and experienced Service Delivery Manager (SDM) to join our Service Delivery Excellence team. The person will play a pivotal role in managing client relationships, driving service delivery excellence, ensuring financial performance, and leading the operational execution across multiple locations and teams.
The SDM will ensure all service delivery objectives are met and exceeded while fostering innovation, efficiency, and operational excellence. This position requires fluency in both English and French, as the successful candidate will interact with global and local clients and internal teams.
RESPONSIBILITIES
Client Relationship Management
- Build and maintain strong, trust-based relationships with clients at all levels, maintain high standards of client satisfaction.
- Conduct Quarterly Business Reviews (QBRs) to align on performance, goals, and opportunities and actively participate in country business reviews.
- Act as the primary escalation point for high-impact issues and coordinate with relevant countries for timely resolution.
- Proactively identify growth and expansion opportunities within client accounts.
Financial Performance
- Support local teams in meeting their budget targets and ensure clients meet their expected spending budgets.
- Support clients in rolling out new commercial models, including PPM and revenue share.
- Work with internal teams to optimize processes and efficiency, aiming to achieve margin targets.
- Lead negotiations on macro-economic topics such as inflation or minimum wage increases, ensuring client alignment.
Contract & Compliance Management
- Ensure 100% compliance with contractual SLAs and KPIs, including MSAs, territory agreements, ISOs, BCP Plans, and global Quality Frameworks.
- Prevent contractual breaches and ensure internal teams align with client expectations.
- Update and monitor contractual standards, governance frameworks, and risk mitigation strategies in collaboration with legal and operations teams.
- Identify contract renewal risks and proactively engage clients with solutions.
Service Delivery & Operational Excellence
- Ensure KPI adherence across client accounts, aiming for ~80% of targets met or improved.
- Partner with operations teams to implement continuous improvement initiatives, such as Lean, Six Sigma, and COPC standards.
- Standardize best practices to ensure consistent service delivery across geographies and languages.
- Drive operational efficiencies, aiming for a 5-10% improvement in productivity metrics over time.
Innovation & Strategic Initiatives
- Identify and implement technology-driven enhancements (AI, automation, self-service solutions).
- Collaborate with clients to pilot and scale innovative solutions that align with their digital transformation strategies.
- Establish a framework for capturing and implementing best practices across regions.
- Track industry trends and benchmark against competitors to ensure continuous evolution and market leadership.
Leadership Development & High-Performance Team Building
- Identify and mentor high-potential talent to ensure leadership continuity and succession planning.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Empower the team with strategic insights and decision-making capabilities to drive autonomy and execution excellence.
REQUIREMENTS
- At least 10 years of proven experience in service delivery management or a related field, preferably in a B2B environment and working with global clients across multiple regions.
- Demonstrated ability to drive client satisfaction, financial performance, and operational excellence.
- Strong understanding of contractual obligations, SLAs, KPIs, and compliance frameworks.
- Familiarity with automation, AI, and digital transformation solutions.
- Strong leadership skills with experience managing cross-functional teams.
- Excellent communication, negotiation, and problem-solving skills.
- Strong interpersonal skills and the ability to build relationships at all levels of the organization.
- Language proficiency: Fluent in both English and French .