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 institutions, law firms, and NGOs.
Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative…