Service Delivery Director

We’re looking for a proactive, business-oriented leader to drive the transformation of operational teams towards value-driven service partners.

Someone who combines strategic thinking with hands-on execution, cares deeply about service quality, client satisfaction, and operational excellence — and is ready to build systems that scale, optimize, and truly empower.

If you’re driven by impact, passionate about service excellence, and ready to shape how operational teams empower business growth — we want to hear from you.

Remote Full-Time | Service delivery

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Define KPIs and set performance targets aligned with company and BU goals.
Monitor and analyze service metrics to identify improvement areas.
Ensure SLA compliance.
Deliver regular performance reports to stakeholders.
Act as the main contact for internal client service matters.
Promote a customer-centric mindset within teams.
Collect feedback through structured channels (e.g., surveys, check-ins).
Measure and track internal customer satisfaction to guide improvements.
Plan and manage service delivery budget.
Optimize cost efficiency and ensure effective resource allocation.
Develop pricing and service cost strategies where applicable.
Identify and address inefficiencies and process bottlenecks.
Develop and lead improvement strategies to enhance service delivery, performance and customer satisfaction.
Drive automation and technology adoption (e.g., AI, self-service, CRM improvements).
Foster a culture of continuous improvement across teams.
Lead change planning and ensure clear communication across all levels.
Support teams in adapting to new processes through training and guidance.
Ensure effective collaboration across operational teams and business units.
Facilitate communication processes and regular syncs to align on service goals and priorities.

5 + years of experience in Service Operations, ideally in BPO or outsourcing.
Client-focused, strategic thinker with strong problem-solving skills and ability to develop long-term service delivery plans.
Excellent project management skills, including planning, execution, risk mitigation, and stakeholder communication across complex initiatives.
Proven leadership experience managing teams and coordinating cross-functional experts without direct authority.
Track record of driving changes and improvements across multiple teams in dynamic environments.
Experience building and running feedback and satisfaction measurement processes and service performance reporting.
Solid understanding of SLA management, service design, and internal customer experience.
Understanding of unit economics and service cost modeling.
Ability to write clear and structured documentation (e.g., service standards, process changes, playbooks).
Workforce planning, resource allocation, budget control, and cost-efficiency improvement experience.
Strong analytical and data interpretation skills.
Advanced Excel / Google Sheets (reporting, dashboards).
Experience with Jira and Confluence.
Upper-Intermediate to Advanced English (written and spoken).
Familiarity with BI tools such as Power BI, Looker, Tableau, or Google Data Studio is a plus.
Background in Customer Support is highly desirable - will be a plus.

Tetiana will help!

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