Service Delivery Director

Job Title

Service Delivery Director

About the Role

As the Director of Service Delivery, you will be the bridge between our esteemed global clients and our dedicated internal teams. You will ensure that our service delivery meets and exceeds contractual obligations while fostering strong, strategic relationships.

Key Responsibilities

• Lead the service delivery strategy to meet key performance metrics, enhance revenue, and drive profitability.
• Act as a strategic advisor to quickly address client needs.
• Maintain robust communication channels and relationships with clients and internal partners.
• Ensure detailed planning and monitoring of team objectives and budgets.
• Drive integration and collaboration across functions, sharing best practices and identifying improvement opportunities within programs.
• Develop and guide client operational strategies, ensuring compliance with contractual requirements and optimal program performance.
• Oversee capacity planning, including resource allocation.
• Lead initiatives to boost program performance.
• Act as a key negotiator in delivering our contractual commitments.
• Oversee the creation and execution of quarterly business and executive reviews.
• Provide significant input on budgets, financial analyses, and pricing models.

Candidate Profile

• Minimum of 10 years in a
  - level role managing large operations (500+ FTE) within a BPO environment for global clients.
• Exceptional leadership, strategic thinking, and
  - building skills.
• Strong financial acumen and experience in client negotiations.
• Based in or willing to relocate to Porto or Lisbon, Portugal.

Location

Lisbon, Portugal – Av. Mediterraneo, N°1

Employment type

Full-time