Job description
Responsible for overseeing the efficient and effective delivery of services to clients within the NA market. This role leads a team of service delivery professionals to ensure exceptional customer experiences and the achievement of defined performance metrics. The Service Delivery Director collaborates cross-functionally to optimize operations, identify improvement opportunities, and drive strategic initiatives that enhance the organization's service capabilities.
Key Responsibilities:
Key Responsibilities:
- Oversee the planning, coordination, and execution of all service delivery activities, including implementation, configuration, training, and ongoing support.
- Develop and maintain comprehensive service level agreements (SLAs) and operational level agreements (OLAs) to meet or exceed customer expectations.
- Implement robust project management methodologies to successfully deliver complex, multi-stakeholder projects.
- Serve as the primary point of contact for high-profile and strategic client accounts, ensuring exceptional client experiences.
- Collaborate with sales, account management, and other cross-functional teams to align service delivery with client needs and business objectives.
- Facilitate regular service reviews, performance assessments, and strategic planning sessions with clients to identify areas for improvement and growth.
- Build, lead, and motivate a high-performing team of service delivery professionals, including project managers, implementation specialists, and technical support staff.
- Implement effective talent management strategies to attract, develop, and retain top talent within the service delivery organization.
- Foster a culture of continuous improvement, innovation, and client-centricity within the team.
- Analyze service delivery processes and identify optimization, automation, and standardization opportunities.
- Implement best-in-class tools, technologies, and methodologies to streamline service delivery operations and enhance efficiency.
- Manage development dependencies and critical path for resolution, track implementation milestones, and quality of deliverables.
- Bachelor’s degree in computer science, Business, or a related field; Master's degree preferred.
- 15+ years of experience in service delivery, client implementation, or a related field.
- Proven track record of leading cross-functional teams and delivering complex, high-impact projects.
- Excellent project management and client relationship management skills
- Strong technical aptitude and the ability to understand and troubleshoot complex systems
- Demonstrated success in driving process optimization, automation, and continuous improvement
- Exceptional communication, interpersonal, and leadership skills
