Service Delivery Manager

Lead day-to-day operations across multi-industry client accounts (voice/non-voice, inbound/outbound, English/Arabic, etc.) Own and manage client relationships, ensuring ongoing alignment, feedback loops, and reporting Drive performance through effective planning, issue resolution, and structured improvement plans Apply strategic thinking to identify operational risks, growth opportunities, and client account optimization Develop and execute short- and long-term strategies aligned with client needs and business objectives Collaborate with support functions (WFM, QA, Training, IT) to ensure efficient service delivery Analyze data trends to shape actions, predict challenges, and innovate operational processes Conduct business reviews, lead operational meetings, and manage escalations Coach and develop Team Leaders/Supervisors to build strong leadership at every layer Support account expansions, onboarding, and process transitions Requirements At least 2 years of experience in a supervisory role within Centro.

Proven ability to manage cross-functional teams across diverse industries Strong strategic mindset with the ability to balance day-to-day operations with long-term planning Fluent in English with excellent communication and client-facing skills Results-driven, highly analytical, and solution-oriented