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