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Position Description

We are seeking an experienced and driven Director of Service Delivery to lead and optimize our client service operations across global locations. This role is responsible for ensuring exceptional performance, client satisfaction, and continuous improvement of service delivery frameworks. The ideal candidate will have a strong background in BPO or outsourcing, along with proven leadership in managing remote and onsite teams.

Key Responsibilities

• Lead day-to-day oversight of service delivery operations across multiple global sites

• Develop and implement strategies to ensure consistent service quality and operational efficiency

• Collaborate with client stakeholders to understand goals, resolve issues, and enhance satisfaction

• Establish and monitor KPIs, SLAs, and performance targets for all accounts

• Identify opportunities for process improvement and automation across teams

• Manage and mentor Service Delivery Managers and Team Leads

• Ensure compliance with contractual obligations, company policies, and industry standards

• Partner with HR, Training, and IT to support workforce development and infrastructure needs

Qualifications

• Bachelor’s degree required; Master’s degree or MBA preferred

• 8+ years of experience in BPO, outsourcing, or service operations

• 3+ years in a senior leadership or director-level role

• Strong understanding of global workforce management and performance metrics

• Proven ability to lead cross-cultural teams and collaborate with executive stakeholders

• Excellent analytical, communication, and decision-making skills

• Willingness to travel to global offices as needed (if not fully remote)

Benefits

• Competitive salary with annual performance-based bonus

• Health insurance and paid time off (varies by location)

• Professional development and leadership training

• Global travel opportunities (as applicable)

• Purpose-driven work with measurable social impact