Delivery Director

Delivery Director

Department: Operations

Reports To: Vice President, Delivery / Operations Executive

Location: Whiteville, NC

Job Type: Full-Time

Job Summary

The Delivery Director provides strategic and operational leadership for multiple client accounts and service delivery teams. This role is responsible for ensuring successful client outcomes, maintaining operational excellence, and driving employee engagement across the site. The Delivery Director oversees Team Leads and Operational Managers supporting client programs consisting of help desk and customer service agents.

In addition to client delivery responsibilities, this position serves as a key site leader, partnering closely with Facilities, Human Resources, Recruiting, Training, Sales and Executive Leadership to ensure a positive employee experience, operational efficiency, and continued growth of the organization. The ideal candidate is a relationship-focused leader with strong business acumen, exceptional communication skills, and experience managing large-scale contact center or technology support operations.

Key Responsibilities

Client Delivery & Relationship Management

• Own overall service delivery, operational performance, and client satisfaction across multiple client accounts.
• Build and maintain strong relationships with client stakeholders, serving as the primary escalation point and strategic partner.
• Develop content and lead regular business reviews (MBR, QBR, ABR), operational updates, and performance discussions with clients.
• Ensure contract deliverables, service level agreements (SLAs), quality standards, and operational KPIs are consistently achieved.
• Identify opportunities for account growth, process improvements, and expanded services.
• Manage client escalations and develop action plans to resolve issues quickly and effectively.

Operational Leadership

• Lead multiple operational teams including Team Leads and Operations Managers supporting help desk, technical support, and customer service functions.
• Oversee multiple teams ranging from 10 to 60+ agents per client program while ensuring consistent performance and employee development.
• Mentor future leadership to build strong leaders of people, setting goals to help others achieve the career aspirations they desire.
• Establish performance expectations and accountability measures across all programs.
• Analyze operational metrics, workforce trends, quality scores, customer satisfaction, productivity, and financial performance.
• P&L Ownership and Accountability in regards to team sizes, structures, schedules, etc.
• Drive continuous improvement initiatives to improve service delivery, operational efficiency, and customer experience.
• Ensure compliance with company policies, client requirements, security standards, and operational procedures.

Qualifications

• Bachelor's degree in Operations Management, Information Technology, Business Administration, or a related field preferred.
• 8+ years of operational leadership experience with at least 3-5 years managing managers or multi-layer leadership teams.
• Experience overseeing large customer service, contact center, help desk, technical support, or IT service delivery operations.
• Proven success managing client relationships and executive stakeholder communications.
• Strong experience leading large teams across multiple programs and service lines.
• Demonstrated ability to manage operational KPIs, service levels, workforce planning, and business performance.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Ability to work effectively in a fast-paced, high-growth environment.

Preferred Qualifications

• Experience in IT services, managed services, BPO, contact center, or technical support environments.
• Lean, Six Sigma, or other process improvement certifications.
• Experience supporting multiple enterprise clients simultaneously.
• Knowledge of service management frameworks such as ITIL.
• Experience with CRM, ticketing, and workforce management platforms.
• Experience leading large-scale hiring and site-growth initiatives.