Technical Service Delivery Manager - Client and Account Manager

Technical Service Delivery Manager (Client & Account Manager)

About Influx

We’re Influx, a remote-first, global delivery company helping technology-driven businesses build flexible, high-performing support teams anywhere in the world. We partner with fast-growing companies to deliver consistent, high-quality customer experience across BPO and technical support environments.

Our Service Delivery Managers serve as account owners, balancing client expectations, financial performance, and operational scalability while leading distributed teams across multiple regions and time zones.

The Role

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.

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.

About Influx

Learn more at influx.com