Service Delivery Director (Canada-based/Open to Relocation)

Posted 04 July 2024
Salary HKD1000000 - HKD1500000 per annum
LocationHong Kong
Job type Permanent
Discipline Technology
ContactHelen Fong

Job description

Responsible for overseeing the efficient and effective delivery of services to clients within the NA market. This role leads a team of service delivery professionals to ensure exceptional customer experiences and the achievement of defined performance metrics. The Service Delivery Director collaborates cross-functionally to optimize operations, identify improvement opportunities, and drive strategic initiatives that enhance the organization's service capabilities.

Key Responsibilities:
  • Oversee the planning, coordination, and execution of all service delivery activities, including implementation, configuration, training, and ongoing support.
  • Develop and maintain comprehensive service level agreements (SLAs) and operational level agreements (OLAs) to meet or exceed customer expectations.
  • Implement robust project management methodologies to successfully deliver complex, multi-stakeholder projects.
  • Serve as the primary point of contact for high-profile and strategic client accounts, ensuring exceptional client experiences.
  • Collaborate with sales, account management, and other cross-functional teams to align service delivery with client needs and business objectives.
  • Facilitate regular service reviews, performance assessments, and strategic planning sessions with clients to identify areas for improvement and growth.
  • Build, lead, and motivate a high-performing team of service delivery professionals, including project managers, implementation specialists, and technical support staff.
  • Implement effective talent management strategies to attract, develop, and retain top talent within the service delivery organization.
  • Foster a culture of continuous improvement, innovation, and client-centricity within the team.
  • Analyze service delivery processes and identify optimization, automation, and standardization opportunities.
  • Implement best-in-class tools, technologies, and methodologies to streamline service delivery operations and enhance efficiency.
  • Manage development dependencies and critical path for resolution, track implementation milestones, and quality of deliverables.
  • Bachelor’s degree in computer science, Business, or a related field; Master's degree preferred.
  • 15+ years of experience in service delivery, client implementation, or a related field.
  • Proven track record of leading cross-functional teams and delivering complex, high-impact projects.
  • Excellent project management and client relationship management skills
  • Strong technical aptitude and the ability to understand and troubleshoot complex systems
  • Demonstrated success in driving process optimization, automation, and continuous improvement
  • Exceptional communication, interpersonal, and leadership skills