Global Travel Service Delivery Lead

Direct Travel; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Direct Travel is seeking a Global Service Delivery Manager to lead the delivery of our global travel management services for strategic customers. You will partner with Global Account Management, Operations, Technology, Service Excellence and customer stakeholders to ensure a proactive, high-performing program.

The role includes governance, performance management and continuous improvement across regions, with regional SDMs serving as primary contacts.

Qualifications

• 5+ years in corporate travel operations, customer success, service delivery or account management.
• Experience supporting large multinational/global travel programs.
• Strong understanding of travel management company operations and service delivery models.
• Experience managing customer-facing operational governance and service reviews.
• Proven ability to manage complex service issues and escalations.
• Experience working across multiple countries, cultures and time zones.
• Strong stakeholder management and influencing skills.
• Excellent analytical, reporting and problem-solving capability.
• Demonstrated ability to operate effectively within a global matrix organization.

Responsibilities

• Lead operational service delivery across global markets.
• Serve as the primary operational liaison between customer stakeholders and Direct Travel teams.
• Monitor, manage and improve service performance against SLAs, KPIs and program objectives.
• Lead service reviews, governance meetings and performance discussions with stakeholders.
• Provide reporting, insights and recommendations to customers and senior leadership.
• Identify opportunities to enhance service quality, operational efficiency and traveler experience.
• Coordinate resources across regional service centers and technology partners to ensure consistency across regions.
• Drive alignment between customer objectives and operational execution to deliver a seamless traveler experience.

Skills

Stakeholder management

Analytical skills

Problem solving

Cross-cultural collaboration

Leadership

Job description

Direct Travel is seeking a Global Service Delivery Manager to lead the delivery of our global travel management services for strategic customers. You will partner with Global Account Management, Operations, Technology, Service Excellence and customer stakeholders to ensure a proactive, high-performing program.

The role includes governance, performance management and continuous improvement across regions, with regional SDMs serving as primary contacts.