Service Delivery Director

About the role

Own end-to-end delivery for a high-volume, multi-product technical support engagement, serving enterprise and commercial end customers of a global software client. Drive performance against contractual service levels — customer satisfaction, response times, resolution times, and escalation management — across all severity tiers.

What you'll do

• 15+ years in IT services delivery, including 5+ years leading large-scale Technical Assistance Center / Frontline / L1–L2 technical support operations for an enterprise…
• Proven experience managing a 24×7, multi-lingual support operation at significant scale (large annual case volumes, large multi-hundred-person teams)
• Demonstrated ownership of SLA/KPI-driven delivery in a managed-services or outsourcing contract, including experience managing service-level risk
• Working knowledge of enterprise virtualization, end-user computing, or networking/security product lines is an advantage
• Experience managing senior stakeholders at an enterprise or independent software vendor client

What you need

• Client relationship
• Root cause analysis

Good to have

• ITIL