Service Delivery Manager

The Senior Specialist / Service Delivery Manager acts as the primary operational partner and relationship owner for a portfolio of strategic clients. This role is accountable not only for service delivery performance, but also for driving client satisfaction, retention, and value realization. Operating at the intersection of Operations, Sales, and Product & Technology, this individual leads executive-level client engagements, translates business needs into operational execution, and proactively identifies opportunities to enhance client experience, scalability, and long-term growth. Client Ownership & Growth • Own the end-to-end relationship for an assigned portfolio of clients, acting as the primary point of accountability for client satisfaction and retention • Build trusted relationships with senior client stakeholders and act as a strategic advisor • Identify and drive opportunities for service expansion, optimization, and value creation • Anticipate client needs and risks, ensuring proactive engagement Executive Stakeholder Management & Governance • Lead client governance forums (QBRs/MBRs) with strategic insights and recommendations • Translate operational performance into business impact • Influence decision-making with data and structured narratives • Act as senior escalation point for complex issues Service Delivery Ownership & Execution • Own end-to-end service delivery performance across assigned clients • Ensure readiness for volume shifts, process updates, and new launches • Coordinate across Operations, Product, and Technology teams Service Performance, Reporting & Analytics • Monitor service metrics and drive corrective actions • Develop client-facing reporting and insights • Support capacity planning and demand management through data • Drive outcomes beyond SLAs, including client experience and efficiency Continuous Improvement & Change Leadership • Lead root cause analysis and improvement initiatives • Drive change across internal and client stakeholders • Act as subject matter expert on services and operations Team Collaboration & Capability Support • Provide guidance and knowledge sharing across the team • Role model accountability and service excellence Experience & Qualifications • 3–5+ years' experience in Service Delivery, Operations, Customer Support, or SLA‑driven service environments • Bachelor’s degree in a relevant field (e.g., Finance, Accounting, Business Administration, or related discipline). • Experience managing enterprise or strategic client relationships • Experience engaging with senior/executive stakeholders • Strong background in SLAs, KPIs, and service delivery performance • Ability to translate data into business insights • Experience in fintech, payments, SaaS, or B2B environments preferred Core Competencies • Client ownership and accountability • Executive presence and influence • Data-driven decision making • Commercial awareness and outcome orientation • Continuous improvement mindset Who Will Succeed in This Role This role is best suited for professionals who thrive in client-facing environments where success is defined by both operational excellence and client outcomes. Candidates primarily focused on internal team management without direct client ownership may not be the right fit. About Convera Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial