Associate Director, Service Delivery (US Telecom)

Concentrix; Gurugram District; Presencial; INR 4.000.000 - 7.000.000; Jornada completa

Descripción de la vacante

Concentrix in India is seeking a seasoned Associate Director – Service Delivery to oversee end-to-end operations for a premium US Telecom client. The role requires strategic leadership, P&L ownership, and strong stakeholder management to drive growth and service excellence.

You will lead a large delivery organization, optimize resources, and partner with sales, marketing, and client teams across geographies to ensure contract adherence and high client satisfaction.

Formación

• 15+ years of operations experience in a BPO/outsourcing customer service space.
• At least 3+ years supporting US Telecom messaging domain.
• Strong leadership with experience managing 500+ FTEs.
• Excellent stakeholder management and communication skills.
• Ability to drive strategic planning and P&L ownership.

Responsabilidades

• Lead end-to-end program operations for the premium US Telecom client.
• Drive operational excellence and optimize resource allocation.
• Develop cross-functional strategies with sales, marketing, and client teams.
• Own P&L and profitability, with data-driven improvements.
• Mentor and develop a large delivery team and build scalable processes.
• Ensure high client satisfaction and adherence to SLAs.

Conocimientos

Leadership

Strategic Planning

Analytical Acumen

Stakeholder Engagement

Operational Excellence

Communication

Descripción del empleo

We are seeking a seasoned and strategic leader to join our team as Associate Director – Service Delivery for a premium US Telecom customer. The incumbent will be responsible for overseeing the end-to-end operations of the program, acting as a key liaison between external clients, internal operations, and support teams. This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence. As a critical leadership position with full P&L ownership, this role will directly influence the growth trajectory of one of the company’s most dynamic and rapidly expanding business verticals.

• Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
• Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
• Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
• Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.
• Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
• P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
• Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.
• Client Satisfaction: Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.
• Best Practices: Develop, share, and implement best practices across service offerings and domains.
• Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile & Experience

• Experience: 15+ years of experience in operations within a BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom in messaging domain.
• Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
• Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
• Leadership: Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.
• Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
• Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.
• Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.