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