Delivery Director: Lead Multi-Client Operations

Provalus; Henderson (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Provalus is seeking a Delivery Director in Henderson, TX to provide strategic and operational leadership across client accounts and service delivery teams. You will collaborate with site leaders to ensure employee engagement, operational efficiency, and growth for the organization.

The role requires managing large-scale contact center or technology support operations, leading Team Leads and Operations Managers, and driving performance across programs while aligning with facilities, HR,

Qualifications

• Bachelor's degree in Operations Management, Information Technology, Business Administration, or a related field preferred.
• 8+ years of operational leadership experience with 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.

Responsibilities

• Own overall service delivery, operational performance, and client satisfaction across multiple client accounts.
• Build and maintain relationships with client stakeholders as the primary escalation point and strategic partner.
• Lead regular business reviews (MBR, QBR, ABR) and performance discussions with clients.
• Ensure SLAs, quality standards, and 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.

Skills

Strategic leadership

Operational leadership

Client relationship management

P&L ownership

KPI management

Cross-functional collaboration

Education

Bachelor's degree in Operations/IT/Business Administration or related field

Job description

Provalus is seeking a Delivery Director in Henderson, TX to provide strategic and operational leadership across client accounts and service delivery teams. You will collaborate with site leaders to ensure employee engagement, operational efficiency, and growth for the organization.

The role requires managing large-scale contact center or technology support operations, leading Team Leads and Operations Managers, and driving performance across programs while aligning with facilities, HR,