Service Delivery Director - BPO

Job Description :

We are looking for an experienced Service Delivery Director to manage a wide range of programs. You will be responsible for the delivery and overall success of the GCC. The goal is to ensure every program will be delivered successfully and add the highest possible value to the organization.

Key Responsibilities :

- Initiate and set goals for programs according to the strategic objectives of the GCC

- Plan the programs from start to completion involving deadlines, milestones

- Ensure contracts are fulfilled and the services and products are deployed

- Develop or approve budgets and operations, manage the P/L

- Devise evaluation strategies to monitor performance and determine the need for improvements, putting in best practices

- Lead all cross functional teams involved, provide feedback, and resolve complex problems

- Discover ways to enhance efficiency and productivity of procedures and people

- Apply change, risk and resource management principles when needed

- Develop strong and trusted relationship with the GCC Leaders through timely and accurate communications

- Ensure program operations and activities adhere to legal guidelines and internal policies

Required Experience and Skills :

- Proven experience as program/ account director

- Thorough understanding of project/program management techniques and methods

- Excellent Knowledge of performance evaluation techniques and key metrics

- Outstanding knowledge of data analysis, reporting and budgeting

- A business acumen with a strategic ability

- Excellent organizational and leadership skills

- An analytical mindset with great problem-solving abilities

- Excellent communication skills

- MBA or equivalent with 15 years of experience

Preferred Experience and Skills :

- Experience in a GCC Setup

- Professional service delivery experience in a multi-national organization

- Conceptual knowledge of modern enterprise technology

- Understanding of CSAT/NPS frameworks

- Hands-on with Microsoft Office and tools