Associate Director, Service Delivery and Implementation

Concentrix; Quezon City; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Concentrix is seeking an Associate Director, Service Delivery & Implementation to lead the post-sale delivery lifecycle across client portfolios. You will translate presales commitments into executable plans, drive governance, and ensure delivery excellence from go-live through ongoing BAU and continuous improvement.

You will build a disciplined delivery organization, mentor teams, and partner with executives to optimize performance, customer outcomes, and financial results.

Qualifications

• Bachelor’s degree or equivalent professional experience in IT, CS, engineering, or business.
• 10+ years leading enterprise technology implementations or managed services.
• Experience coaching and developing managers and delivery leaders.
• Strong governance, risk management, and change control knowledge.
• Proven executive communication with clients and internal stakeholders.

Responsibilities

• Lead end-to-end implementation from design through go-live and transition to BAU/Managed Services.
• Own service delivery standards, SLAs, KPIs, and governance routines.
• Drive continuous improvement in quality, efficiency, and customer outcomes.
• Build and lead a scalable delivery organization with strong mentorship.
• Partner with Sales, PMO, Finance, and Clients on renewals and expansions.

Skills

Leadership

Delivery governance

Executive communication

Stakeholder management

People development

Mentorship

Program management

Budgeting & financial management

Vendor management

Problem solving

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, Project Management, or related discipline

10+ years of experience in technology delivery, professional services, implementation, managed services, or related disciplines

Tools

Zendesk

Salesforce / Service Cloud

Udesk

CRM / CX technologies

AI / VoC platforms

Job description

Primary Focus: Implementation, Managed Services, Delivery Governance, Client Outcomes

Leadership Emphasis: Execution discipline, operational excellence, people development, mentorship, and accountability

Delivery Scope: Post-sale implementation through go-live, stabilization, transition, BAU, and continuous improvement

Technology Domain: Enterprise SaaS, CX/CRM, Contact Center, AI, VoC, integration, and related technology services

Role Overview

The Associate Director, Service Delivery & Implementation is a senior leadership role accountable for the successful implementation, transition, and ongoing delivery of technology solutions and managed services across the client portfolio. The role owns the post-sale delivery lifecycle and ensures that solutions committed during Presales are translated into executable plans and delivered with the required quality, timeline, commercial discipline, and customer outcomes.

The Associate Director leads Implementation, Service Delivery / BAU, Delivery SME functions, and associated delivery governance. The role works closely with the Technical Director, Sales, Product, PMO, Engineering, QA, Finance, partners, and client stakeholders to provide a seamless transition from solution design through go-live and sustained operations.

Beyond project execution, the Director is responsible for building a disciplined and scalable delivery organization through strong governance, operational excellence, people development, mentorship, succession planning, and continuous improvement.

Key Responsibilities

• Implementation & Program Delivery
• Lead end-to-end implementation of technology solutions from project initiation through design, configuration, integration, testing, deployment, stabilization, and formal closure.
• Ensure projects are delivered in accordance with approved Statements of Work, contractual commitments, scope, timelines, budgets, and acceptance criteria.
• Establish and enforce implementation methodologies, project governance standards, stage gates, controls, and clear ownership across delivery teams.
• Oversee project planning, resource allocation, milestone management, dependencies, RAID items, decisions, and change requests across the delivery portfolio.
• Ensure client, internal, partner, technology, infrastructure, and security dependencies are identified and managed early in the implementation lifecycle.
• Serve as executive escalation point for strategic, complex, or at-risk projects and lead recovery plans when required.
• Drive formal customer acceptance, project closure, lessons learned, and successful handover into BAU or Managed Services.
• Service Delivery & Managed Services
• Own the operational performance of services transitioned from implementation into BAU and Managed Services.
• Establish and monitor service delivery standards, SLAs, KPIs, operational metrics, escalation processes, and governance routines.
• Ensure incidents, service requests, defects, minor enhancements, and operational activities are managed within agreed commitments and priorities.
• Lead regular service reviews and governance discussions with clients and internal stakeholders covering performance, risks, actions, capacity, and improvement opportunities.
• Establish effective incident, problem, change, knowledge, and service improvement practices appropriate to the services being delivered.
• Drive continuous improvement focused on service quality, efficiency, automation, customer experience, operational stability, and cost effectiveness.
• Maintain clear governance and commercial boundaries between project scope, change requests, enhancements, and ongoing BAU services.
• Delivery Governance & Operational Excellence
• Establish standardized delivery playbooks, templates, Standard Operating Procedures, quality controls, and governance practices across Implementation and BAU teams.
• Define and track portfolio-level measures across delivery timeliness, quality, financial performance, utilization, customer satisfaction, and service performance.
• Conduct regular portfolio reviews covering project health, milestone adherence, risks, staffing, utilization, financials, acceptance, billing readiness, and client concerns.
• Use delivery data, post-implementation reviews, and recurring issue analysis to improve procedures, controls, capacity plans, and future delivery practices.
• Ensure adequate documentation, knowledge transfer, operational readiness, support models, and ownership are established before transition to production or BAU.
• Promote consistency, repeatability, and reuse of proven delivery practices across technologies, products, and client engagements.
• Serve as a senior delivery leader and trusted partner for strategic clients throughout implementation and ongoing service delivery.
• Build strong working relationships with client executives, technology stakeholders, business leaders, partners, vendors, and internal teams.
• Lead executive governance discussions covering delivery performance, risks, priorities, decisions, commitments, and improvement plans.
• Manage client expectations proactively and maintain transparent communication on progress, dependencies, constraints, and issues.
• Ensure customer concerns and escalations are addressed with appropriate urgency, ownership, root-cause discipline, and executive communication.
• Partner with Sales and Account teams to support renewals, service expansion, optimization opportunities, and additional technology services where appropriate.
• People Leadership & Capability Development
• Lead Implementation, Service Delivery, Delivery SME, and related project/service management teams with clear accountability and performance expectations.
• Build high-performing teams through coaching, feedback, development planning, role clarity, and disciplined performance management.
• Develop line managers so they can independently manage teams, client relationships, delivery performance, financial responsibilities, and escalations.
• Support recruitment, onboarding, workforce planning, competency development, certification plans, and succession strategies for delivery roles.
• Identify skill and experience gaps and establish development plans aligned with current delivery demand and future technology priorities.
• Maintain an appropriate balance of senior and developing talent based on project complexity, client risk, technology requirements, and pipeline demand.
• Foster a culture of ownership, collaboration, quality, customer focus, accountability, and continuous learning.
• Mentorship is a core accountability of the Director. The role will develop future delivery leaders and strengthen the organization’s long-term implementation and service management capability.
• Personally mentor emerging Delivery Leaders, Project Managers, Service Delivery Managers, consultants, and high-potential team members.
• Provide coaching on client management, delivery decision-making, escalation handling, commercial awareness, prioritization, and leadership presence.
• Create opportunities for junior and mid-level employees to participate in complex programs, client governance, solution discussions, and leadership activities.
• Establish structured knowledge sharing, project retrospectives, peer coaching, communities of practice, and cross-project learning.
• Work with the Technical Director to create cross-functional development opportunities between technical, solutioning, implementation, and service delivery career paths.
• Develop succession pipelines for critical delivery, project management, and operational leadership positions.
• Own or contribute to the financial performance of implementation and managed services engagements, including revenue realization, cost management, margin, and utilization.
• Monitor project budgets, effort consumption, staffing, milestones, acceptance, billing readiness, and forecast-to-complete performance.
• Ensure delivery commitments remain aligned with contractual scope, assumptions, dependencies, and commercial terms.
• Identify scope expansion and ensure changes are governed through appropriate change-control and commercial processes.
• Partner with Finance, Commercial, Sales, and PMO teams to support timely acceptance, invoicing, revenue recognition, and financial reporting.
• Lead capacity and resource planning based on demand, pipeline, skill requirements, utilization targets, and business priorities.
• Manage delivery performance of third-party vendors and implementation partners where applicable.
• Ensure projects and managed services comply with organizational quality, security, contractual, regulatory, and governance requirements.
• Maintain strong quality assurance and release readiness controls before client deployment and production go-live.
• Drive root-cause analysis and corrective actions for recurring project, quality, or operational issues.
• Establish escalation and recovery mechanisms for projects or services at risk, including clear decision rights and executive visibility.
• Ensure business continuity, operational resilience, documentation, access, support coverage, and knowledge requirements are addressed for critical services.
• Promote a culture where quality, risk management, and operational readiness are built into delivery rather than treated as end-stage checks.
• Partnership with the Technical Director
• The Director, Service Delivery & Implementation works as the delivery counterpart to the Technical Director. The two roles have distinct accountability while sharing responsibility for a seamless solution lifecycle.
• The Technical Director leads Presales, Solutioning, POCs, Product Development, technical standards, and technical capability development.
• The Director, Service Delivery & Implementation leads post-sale execution, implementation, go-live, transition, Managed Services / BAU, delivery governance, and delivery capability development.
• Both leaders ensure that solutions sold are feasible, implementable, supportable, and appropriately transitioned into delivery and operations.
• Delivery lessons, recurring operational issues, and client feedback are fed back into future solution designs, products, standards, and capability priorities.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, Project Management, or a related discipline, or equivalent professional experience.
• 10+ years of experience in technology delivery, professional services, implementation, managed services, systems integration, or related disciplines, with significant leadership experience.
• Demonstrated experience leading multiple concurrent enterprise technology implementations and/or managed services engagements.
• Experience managing multidisciplinary teams that may include Project Managers, Service Delivery Managers, consultants, developers, business analysts, QA professionals, engineers, or similar delivery roles.
• Strong knowledge of project delivery, service management, governance, risk management, change control, and operational transition practices.
• Working knowledge of enterprise SaaS and customer technology platforms such as Zendesk, Salesforce / Salesforce Service Cloud, Udesk, Contact Center, CRM, CX, AI, or VoC technologies.
• Strong understanding of implementation lifecycles including requirements, configuration, integration, testing, deployment, stabilization, acceptance, and transition to support.
• Demonstrated capability in client governance, executive communication, issue resolution, resource planning, and delivery escalation management.
• Strong commercial and financial understanding including budgets, margins, utilization, scope management, change control, and billing milestones.
• Demonstrated experience coaching, mentoring, and developing managers and emerging delivery leaders.
• Strong written, presentation, facilitation, negotiation, and stakeholder management skills.

Preferred Qualifications

• Experience in technology consulting, professional services, systems integration, CX technology, or managed services organizations.
• Experience delivering SaaS, cloud, CRM, Contact Center, AI, automation, Voice of Customer, or customer experience technology implementations.
• PMP, PRINCE2, ITIL, Scrum/Agile, or related project/service management certifications.
• Experience managing regional or global client portfolios and executive governance structures.
• Experience with vendor, subcontractor, and technology partner management.
• Experience building, scaling, or transforming implementation and managed services organizations.
• Delivery Leadership - Creates discipline, predictability, and accountability across complex technology implementations and services.
• Customer Leadership - Builds credibility with clients and confidently manages difficult situations, escalations, and competing priorities.
• People Leadership - Builds strong teams, develops capable line managers, and creates sustainable organizational capacity.
• Mentorship Mindset - Invests in developing future leaders and intentionally creates opportunities for growth and exposure.
• Commercial Acumen - Understands the relationship between scope, resources, utilization, margin, revenue, and customer commitments.
• Operational Excellence - Establishes repeatable processes, governance, controls, standards, and measurable service outcomes.
• Decision Making - Makes timely, balanced decisions using business, customer, technical, financial, and operational considerations.
• Executive Communication - Communicates clearly and credibly with senior clients, internal leaders, partners, and delivery teams.
• Collaboration - Works effectively across Technical, Presales, Sales, Product, PMO, Engineering, QA, Finance, partners, and clients.
• Outcome Orientation - Balances customer value, delivery quality, financial performance, team health, and long-term sustainability.