Strategic Delivery Director - Client & Ops Lead

Provalus; Whiteville (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

Provalus Whiteville, NC is seeking a Delivery Director to provide strategic and operational leadership for client accounts and service delivery teams. You will ensure successful client outcomes, maintain operational excellence, and drive employee engagement across the site, overseeing Team Leads and Operations Managers for help desk and customer service functions.

The ideal candidate will be a relationship-focused leader with business acumen, strong communication skills, and experience managing

Qualifications

• Bachelor's degree in Operations Management, Information Technology, Business Administration, or a related field preferred.
• 8+ years of operational leadership experience with at least 3-5 years managing managers or multi-layer leadership teams.

Responsibilities

• Own overall service delivery, operational performance, and client satisfaction across multiple client accounts.
• Build and maintain strong relationships with client stakeholders, serving as the primary escalation point and strategic partner.
• Develop content and lead regular business reviews (MBR, QBR, ABR), operational updates, and performance discussions with clients.
• Ensure contract deliverables, service level agreements (SLAs), quality standards, and operational 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 and effectively.
• Lead multiple operational teams including Team Leads and Operations Managers supporting help desk, technical support, and customer service functions.
• Oversee multiple teams ranging from 10 to 60+ agents per client program while ensuring consistent performance and employee development.
• Mentor future leadership to build strong leaders of people, setting goals to help others achieve the career aspirations they desire.
• Establish performance expectations and accountability measures across all programs.
• Analyze operational metrics, workforce trends, quality scores, customer satisfaction, productivity, and financial performance.
• P&L Ownership and Accountability in regards to team sizes, structures, schedules, etc.
• Drive continuous improvement initiatives to improve service delivery, operational efficiency, and customer experience.
• Ensure compliance with company policies, client requirements, security standards, and operational procedures.

Job description

Provalus Whiteville, NC is seeking a Delivery Director to provide strategic and operational leadership for client accounts and service delivery teams. You will ensure successful client outcomes, maintain operational excellence, and drive employee engagement across the site, overseeing Team Leads and Operations Managers for help desk and customer service functions.

The ideal candidate will be a relationship-focused leader with business acumen, strong communication skills, and experience managing