Digital Services Delivery Director

Sitel Corp.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Join a leading company in the customer experience industry as a Professional Services Delivery Director. You will lead a team to ensure successful delivery of projects across North America and EMEA, focusing on customer satisfaction and project quality. This role involves managing relationships with clients, overseeing project timelines and budgets, and ensuring high performance from your team. If you have a strong background in team management and SaaS delivery, this is an exciting opportunity to shape the future of digital transformation in CX.

Qualifications

• Minimum 5 years of experience in technical team and project management.
• Strong expertise in SaaS software delivery supporting customer experience.

Responsibilities

• Lead and manage a team of Professional Services for successful client delivery.
• Oversee project planning, risk management, and customer engagement.

Skills

Team Management

Project Management

Communication

Crisis Management

Tools

Jira

Confluence

Smartsheet

Microsoft Office Suite

Job description

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Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

Join the Future of Digital Transformation in CX!

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions.

As a Professional Services Delivery Director, you lead and manage a team of Professional Services and secure the successful delivery for our clients. Your focus will be the North American or EMEA region, but it will involve leading teams across different time zones.

The Professional Services team is composed of different profiles, such as project managers, conversational designers, IT analysts, among others, and works on various solutions like Conversational AI (Cognigy and AI Agent Foundry), Zendesk, Genesys, Stonly, etc.

You will be responsible for managing the team that will be directly working on the projects, from setup to ongoing maintenance, and ensuring that the tasks are delivered with the expected quality, performance, and timeline.

Primary Job Responsibilities

Your key responsibilities will include:

Customer and Stakeholder Engagement:

• Maintaining a close relationship with Account Managers, ensuring they participate in the project and lead certain matters directly with the client, such as change order requests.
• The Project Managers on your team will be the client-facing representatives from digital solutions, ensuring a comprehensive understanding of client requests, aligning project objectives with clients, communicating project status, and guaranteeing customer satisfaction during and after launch. Your role will involve overseeing the projects through the Project Managers and guiding them to achieve the expected results.
• Project Planning and Risk Management:
• Leading the team to make sure they will evaluate project risks, establish preventive action plans, manage project priorities, deadlines, and budgets, and lead project team to ensure alignment. Support the team in all the steps of the project. Lead the projects' roadmap with the goal of planning the in-scope demands for the year, as well as identifying new opportunities to grow the projects and increase revenue.
• Contact the Practice Expert team in all the planned phases and points of opportunities, working very close with the Practice Expert Director.
• Team Coordination and Resource Management:
• Manage team allocation within the projects, timesheet control to make sure the hours used are aligned with the hired scope, productivity, assist team members, detect team development opportunities and mobilize internal and external resources effectively.
• Documentation and Performance Monitoring:
• Ensure all project documentation is up to date, and track project timelines and costs. Coach team members on software delivery practices. The Delivery team should monitor performance and KPIs to ensure project success, identify opportunities for improvement, provide data insights, and create reports. The Delivery Director needs to follow the results and make sure we are achieving the goals.
• The Professional Services Delivery Director will collaborate with the Market VP to build the annual budget, control the costs associated with each project (professional services, sessions, licenses, among others), ensure that the hours spent by the project team align with the agreed scope by reviewing timesheets, and make sure the project remains financially healthy. It’s also important to stay integrated with the Account Managers on projects where they are overseeing the financial aspect.

Qualifications

• Experience in technical Team and Project Management—with a proven track record of delivering multi-national medium/ large-scale delivery implementations with minimum 5-years of experience.

• Strong expertise in delivery & change management, especially in SaaS software delivery supporting customer experience touchpoints. Examples include Stonly, chatbot/voicebot AI, CXOne, Genesys, Cognigy and Interaction Analytics.

• Excellent communication and interpersonal skills—able to run and manage meetings, client or internal

• Financial and budget reporting, assigning team time and costs to accounts for invoicing

• Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively

• Crisis management

• Fluent in English with other languages being a plus (Portuguese, French, more)

• A proactive attitude, with a passion for learning and keeping up with the latest industry trends

• Technical communication software including Jira, Confluence, Smartsheet, OneDrive and the Microsoft Office Suite: PowerPoint, Excel, PowerBI, etc.

Pre Employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination