Sr. Director, Service Delivery

The Role :

We are looking for a strategic and visionary leader to join our team as Sr. Director – Service Delivery for a global technology client. This role is pivotal in driving enterprise-level support delivery, ensuring operational excellence, client satisfaction, and business growth. Acting as the primary liaison between external clients and internal teams, the leader will ensure alignment with contractual obligations and deliver exceptional service quality.

As a critical leadership position with full P&L ownership, this role will directly influence the growth trajectory of one of the company’s most dynamic and rapidly expanding business verticals.

Essential Job Elements :

Strategy and Domain expertise : Develop and implement strategic plans for enterprise technical support team comprising multi-tiered (T1 / T2 / T3) structure, in alignment with client Imperatives, market study and benchmarking, to enhance service quality and customer satisfaction. Skill Enhancement of the team through talent development programs along with investing in skill based technical career paths

Intelligence and Direction : Market research capabilities and analytical approach to business. Create and execute Annual Strategy of the program and giving direction to operations and support functions.

Go to market and impact assessment. Collaborate with Accounts teams across geographies to support and drive business expansion. Identify organic and inorganic opportunities of growth. Lead seamless business transitions and pilots

Innovation & Value Addition : Competency building and continuous improvement initiatives using GenAI led transformation and other value-added efforts in partnership with the client. Advancing client’s agenda of ‘AI first’ through increasing the usage and adoption of client tools and technology within the program

Operational Excellence : Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals. Take proactive measures to consistently exceed client expectations to be the topmost delivery partner for the client across all business units

P&L Ownership : Manage topline and bottom line of a large operation through strategic and timely interventions, governance and controls.

Team Management : Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach

Client Satisfaction : Consistently exceed customer VOC building strong client relationships and ensuring high levels of performance and engagement with clients across all levels.

Best Practices : Develop, share, and implement best practices across service offerings and domains.

Compliance : Ensure full compliance with client-specific regulatory requirements and internal standards.

Required Skill and Competence

Experience : 18+ years in operations within the Tech / IT industry, with deep expertise in managing large-scale enterprise technical support businesses with deep domain familiarity, market and competition along with industry trends

Industry Knowledge : Strong understanding of enterprise technical support trends, emerging technologies, and industry best practices.

Leadership : Ability to provide vision and strategic direction , successfully having led large cross-cultural teams, guiding and working closely with enablement functions like WFM, T&Q, Delivery Excellence etc, holding teams accountable, attracting and developing talent, and fostering a high-performance culture, build organizational capability to meet client and organizational strategic goals

Performance Management : Demonstrated ability to stabilize and improve performance through governance measures, proactive interventions and actions on RCA’s.

Business Growth : Track record of scaling up operations through stakeholder management, consistent high performance and market intel

Stakeholder Engagement : Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities. Should have executive presence and ability to present to ELT

Analytical Acumen : Ability to streamline complex processes and make data-driven decisions leading to better business outcomes in terms of efficiency gains, innovative solutions and business growth. Identifying risks early and creating mitigation plans to address them

Education : MBA / Post graduate degree from reputed universities or Engineering graduate