Senior Director, Service Delivery

Responsibilities

• Produce effective strategies based on data reports and analysis
• Partner with all divisions to improve and drive performance
• Oversee performance and service quality to guarantee customer satisfaction
• Perform strategic analysis of business performance data to address Plan Sponsor needs
• Drive financials to ensure results and commitments are met
• Make recommendations to enhance processes and boost efficiency
• Establish and maintain communication with clients and team members
• Oversee the design and implementation of quality improvement initiatives

Requirements

• 8+ years of Telecom/CME management experience within BPO, Telco, or Shared Services
• Experience managing a large client portfolio or headcount within Egypt and beyond
• Excellent client-facing skills
• Strong analytical and problem-solving skills
• Demonstrated leadership and strategic development skills
• Ability to travel up to 10% as needed

About the Company

Sutherland is a global provider of digital transformation and business process services, helping companies improve customer experiences and operational efficiency.