Delivery Director - Client Programs & Operations

Provalus; Whiteville (NC); On-site; USD 120,000 - 170,000; Full time

Job summary

Provalus seeks a Delivery Director to provide strategic and operational leadership across multiple client accounts and service delivery teams in Whiteville, NC. You will oversee Team Leads and Operations Managers, ensure client satisfaction, and drive growth and operational excellence.

The ideal candidate has extensive experience in large-scale contact center or IT service delivery operations, with strong communication and business acumen to collaborate with cross-functional leaders.

Qualifications

• Bachelor's degree in Operations Management, Information Technology, Business Administration, or a related field preferred.
• 8+ years of operational leadership experience with multi-layer teams.
• Experience overseeing large-scale contact center or IT service delivery operations.

Responsibilities

• Own overall service delivery, operational performance, and client satisfaction across multiple accounts.
• Build and maintain relationships with client stakeholders; act as escalation point and strategic partner.
• Lead regular business reviews, operational updates, and performance discussions with clients.
• Ensure SLAs, quality standards, and KPIs are achieved.
• Identify opportunities for account growth, process improvements, and expanded services.
• Manage client escalations and develop action plans to resolve issues quickly.

Skills

Operational leadership

Stakeholder communication

KPI management

P&L ownership

Team development

Strategic planning

Change management

Data analysis

Education

Bachelor's degree in related field

Tools

CRM systems

Ticketing systems

Workforce management

ITIL knowledge

Job description

Provalus seeks a Delivery Director to provide strategic and operational leadership across multiple client accounts and service delivery teams in Whiteville, NC. You will oversee Team Leads and Operations Managers, ensure client satisfaction, and drive growth and operational excellence.

The ideal candidate has extensive experience in large-scale contact center or IT service delivery operations, with strong communication and business acumen to collaborate with cross-functional leaders.