Senior Service Manager - Global Delivery

The Service Delivery Director is responsible for establishing and managing client and employee expectations, providing leadership to diverse operations, and directing diverse teams. This role involves interviewing, hiring, and managing personnel, ensuring work is performed to expectations, and maintaining regular client communication. Responsibilities include managing and evolving services across multiple disciplines, assisting sales teams with growth strategies, and directing broad functional areas through department managers. The role also entails implementing, monitoring, and reporting on service delivery metrics, driving personnel on-boarding, training, and service improvement activities, and ensuring adherence to systems, methodologies, and procedures. Key duties include leading client and internal meetings on delivery performance, quality, and processes, being accountable for service quality and performance, and factoring future demand into capacity plans. Collaboration with Business Development and Client Partner teams to support growth, defining product roadmaps, and working with recruiting to develop hiring pipelines are also important. Additionally, the role involves developing and maintaining employee retention programs, managing complex IT projects, and taking ownership of resolving highly complex issues and risks.