Job Description

Designation- Associate Director - Service Delivery (IT/Engineering)

Location- Vadodara, Gujarat


Roles and Responsibilities:

  • Leads service delivery strategy to ensure key metrics attainment, driving revenue and profitability, acting as a strategic advisor to solution for immediate client needs
  • Manages communication and overall relationship with client and internal partners, ensuring detailed planning, budgeting, and monitoring team operating objectives                    
  • Responsible for driving cross-functional integration and collaboration to support consistency, best practice sharing, and identifying areas for improvement within program(s)                                             
  • Develops and directs client operational strategy ensuring adherence to contractual requirements and program performance                    
  • Directs and manages all components of capacity planning inclusive of resource groups                
  • Owns success of the financial performance of client programs                                 
  • Directs and oversees client invoicing to ensure accuracy                                            
  • Leads client projects and initiatives to enhance program performance                
  • Negotiates as a core team member in the delivery of our contractual obligations  
  • Creation and execution of quarterly business reviews and executive reviews      
  • Provides significant input on budgets, financial analysis, and pricing models

Candidate Profile:

  • Significant experience leading service delivery strategy
  • Significant experience managing operations within a contact centre environment
  • Experience managing P&L
  • Mastery of communication skills and styles, both written and verbal.  Demonstrated ability to effectively present information to internal and external associates                                                 
  • Advanced Microsoft Office skills                                                            
  • Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.                                                  
  • Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management                    
  • Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity                                            
  • Demonstrated ability to lead and mentor team on developing lasting customer relationships                    
  • Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices.                              
  • Advanced ability to comprehend, analyse, and interpret                                          
  • Strategic thinker with demonstrated ability to influence
  • Demonstrated ability to find win-win outcomes in negotiations    

Perks & Benefits:

  • Lucrative Incentives
  • Sodexo benefit
  • Quarterly reward system
  • Referral program