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Sr. Director, Service Delivery

Location: Wyoming, DE
Company: Concentrix
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Job Title:
Sr. Director, Service Delivery
Job Description
The Sr. Director, Service Delivery is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer experience and the strategic development of operational requirements, process and technology, to deliver key experience outcomes for Concentrix and our client(s). The role has significant levels of responsibility and accountability for operational delivery and to increase revenue and performance within existing accounts.
Duties and Responsibilities:
- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
- Responsible for Profit and Loss, or Profit Center/Cost Center Budgets.
- Create a culture and processes which achieve the business goals and objectives with regards to their customer experience objectives.
- Maintain relationship with clients in order to facilitate open communication, understand customer perspectives, and monitor client satisfaction.
- Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost, empower and engage the Customer Service Team.
- Identify new tools and technologies to provide a better customer experience.
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
- Define, negotiate and agree the effective utilization of resources in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
- Work effectively with all peers and stakeholders, including Commercial, Finance, Marketing, and Operations to negotiate and influence customer improvements.
Required Experience:
- Extensive experiencing of managing operational customer experience teams.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPIs SLAs, in a quality led, legislative compliant environment.
- Strong financial management skills along with the levers to improve financial performance
- Demonstrate ability to motivate and communicate with others at all levels
- Influential relationships skills at all levels. Able to use these relationships to deliver experience improvements.
- Excellent communication and negotiation skills
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills
- Ability to travel to client locations. Client requires proof of COVID 19 vaccination to enter their facilities, unless legally entitled to an accommodation.
USA, MI, Work-at-Home
Language Requirements:
Time Type:
Full time
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