Job Description:
Sutherland is looking for a seasoned Senior Director of Service Delivery to lead and expand our dynamic Telecom programs in Egypt and across global markets. If you’re a results-driven leader with strong business insight and a passion for excellence, we’d love to connect with you!!
Sr. Directors in this role get to:
- Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance.
- Define Sutherland’s Reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met.
- Improve the Company: Make recommendations to enhance processes and boost ease and efficiency.
- Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
- Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.
Qualifications:
Our most successful candidates will have:
- 8+ years of Telecom/CME management experience within the BPO, Telco, or Shared Services industry
- Open to 10% travel/as needed
- Excellent client-facing skills and experience
- Experience managing a large client portfolio/headcount within Egypt & beyond.
- Ability to be creative and resourceful in finding effective solutions to problems and situations.
- Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements.
- Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills.
- Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.
- Persistence in working through challenges and doing whatever it takes to get the job done.
- Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts.
- Ability to be strategic in developing solutions and process improvements.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
