Service Delivery Director
4 days ago
Classy Wheeler Limited: A Leading Network Service Solutions Provider
About the Role
We are seeking a highly experienced Service Delivery Director to lead our network service solutions provider team. As a key member of our operations team, you will be responsible for defining and driving short and long-term operational strategies to deliver excellent service to our clients.
Key Responsibilities:
- Develop and implement operational strategies to ensure end-to-end delivery of differentiated services.
- Lead and deliver KPI and business metrics results in multiple contact centers across multiple countries.
- Drive client delight through responsive service performance management, partnering with account management teams.
- Partner with Business Leaders & Finance on headcount planning and forecasting.
- Perform root cause analysis around issues and develop value-added improvement plans.
- Identify best practices/processes and ensure recovery plans where required.
- Maximize revenue opportunities with service delivery.
- Partner with critical teams and partners to drive results and manage performance.
- Participate in client-facing interactions (escalation & new business opportunities).
- Ensure a set of operational practices are followed to assure quality and long-term health of the services your team owns.
- Represent your services and team in multi-functional discussions.
- Work with the sales management team to maintain a roadmap for your team.
- Provide tier 3 operational support for the services you own.
Requirements:
- Experience in the SI and IT vendor industry.
- ITIL foundations certification would be beneficial.
- Expertise in key aspects of service management and operational client management.
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