Service Delivery Director

Concentrix is seeking a Director of Service Delivery in Portugal (Porto or Lisbon) to lead large-scale operations (500+ FTE) within a BPO environment for global clients. The role involves spearheading service delivery strategy, managing client and internal relationships, driving cross-functional collaboration, overseeing capacity planning, leading client projects, and providing significant input on financial aspects. Candidates need exceptional leadership, strategic thinking, relationship-building, financial acumen, and negotiation skills.

Must Have

• Minimum of 10 years in a director-level role managing large operations (500+ FTE) within a BPO environment for global clients.
• Exceptional leadership, strategic thinking, and relationship-building skills.
• Strong financial acumen and experience in client negotiations.
• Based in or willing to relocate to Porto or Lisbon, Portugal.
• Spearhead the service delivery strategy to meet key performance metrics, enhance revenue, and drive profitability.
• Act as a strategic advisor to quickly address client needs.
• Maintain robust communication channels and relationships with clients and internal partners.
• Ensure detailed planning and monitoring of team objectives and budgets.
• Drive integration and collaboration across functions, sharing best practices and identifying improvement opportunities within programs.
• Develop and guide client operational strategies, ensuring compliance with contractual requirements and optimal program performance.
• Oversee all aspects of capacity planning, including resource allocation.
• Lead initiatives to boost program performance.
• Act as a key negotiator in delivering our contractual commitments.
• Oversee the creation and execution of quarterly business and executive reviews.
• Provide significant input on budgets, financial analyses, and pricing models.

Description

Join Our Team as Director of Service Delivery in Portugal (Porto or Lisbon)

Are you a dynamic leader with a proven track record in managing large-scale operations? Concentrix is seeking a passionate and results-driven Director of Service Delivery to join our team in Portugal. If you have a flair for strategy and a commitment to excellence, we want to hear from you!

About the Role:

As the Director of Service Delivery, you will be the bridge between our esteemed global clients and our dedicated internal teams. You will ensure that our service delivery meets and exceeds contractual obligations while fostering strong, strategic relationships.

Key Responsibilities:

• Leadership and Strategy: Spearhead the service delivery strategy to meet key performance metrics, enhance revenue, and drive profitability. Act as a strategic advisor to quickly address client needs.
• Client and Internal Relations: Maintain robust communication channels and relationships with clients and internal partners. Ensure detailed planning and monitoring of team objectives and budgets.
• Cross-Functional Management: Drive integration and collaboration across functions, sharing best practices and identifying improvement opportunities within programs.
• Operational Strategy: Develop and guide client operational strategies, ensuring compliance with contractual requirements and optimal program performance.
• Capacity Planning: Oversee all aspects of capacity planning, including resource allocation.
• Client Projects: Lead initiatives to boost program performance.
• Negotiation and Delivery: Act as a key negotiator in delivering our contractual commitments.
• Reviews and Financial Input: Oversee the creation and execution of quarterly business and executive reviews. Provide significant input on budgets, financial analyses, and pricing models.

Candidate Profile:

• Experience: Minimum of 10 years in a director-level role managing large operations (500+ FTE) within a BPO environment for global clients.
• Skills: Exceptional leadership, strategic thinking, and relationship-building skills. Strong financial acumen and experience in client negotiations.
• Location: Based in or willing to relocate to Porto or Lisbon, Portugal.