Director | Service Delivery Management

Sutherland
Alexandria
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 8+ yearsSkills: ["Strategic thinking","Performance management","Relationship management","Process improvement"]

Lead service delivery for a growing retail program, partnering across divisions to improve performance and customer satisfaction. Use accurate data reporting and strategic analysis to address sponsor needs, drive financial results, and meet commitments. Oversee quality improvement initiatives, translate business needs into clear plans, and strengthen relationships with clients and teams while managing large contact-center/BPO operations across voice and digital channels.

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FursaFursa
Sutherland
Sutherland
2 days ago

Director | Service Delivery Management

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Job Summary

Lead service delivery for a growing retail program, partnering across divisions to improve performance and customer satisfaction. Use accurate data reporting and strategic analysis to address sponsor needs, drive financial results, and meet commitments. Oversee quality improvement initiatives, translate business needs into clear plans, and strengthen relationships with clients and teams while managing large contact-center/BPO operations across voice and digital channels.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Director level

Key Responsibilities

  • •Develop solid strategies using accurate data reports, analysis, and observations to impact business performance and the bottom line.
  • •Partner with all divisions to improve and drive performance across segments.
  • •Oversee performance and service quality to guarantee customer satisfaction.
  • •Perform strategic analysis on business performance data, address sponsor needs, and drive financials to meet results and commitments.
  • •Design, develop, and implement quality improvement initiatives, translating subject and business needs into clear strategic plans.

Key Requirements

  • •8+ years of progressive management experience, including 5 years managing service delivery for an account.
  • •Experience managing a workforce of 300+ employees within the contact center or BPO industry.
  • •Strong understanding of both Customer Service and Sales operations.
  • •Proven performance management experience across Egypt-based lines of business.
  • •Hands-on experience managing both voice and digital channels, including chat and SMS.
Experience:8+ yearsBPOContact centerRetail
Skills:Strategic thinkingPerformance managementRelationship managementProcess improvement
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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