Strategic Delivery Director: Client Programs & Operations

Provalus; Edenton (NC); On-site; USD 150,000 - 200,000; Full time

Job summary

Provalus is seeking a Delivery Director to provide strategic and operational leadership for multiple client accounts and service delivery teams. This role ensures client outcomes, operational excellence, and strong employee engagement across the site, overseeing Team Leads and Operations Managers for help desk and technical support functions.

The ideal candidate will be relationship-focused with exceptional communication, able to partner with Facilities, HR, Recruiting, Training, Sales and

Qualifications

• Bachelor's degree in Operations Management, IT, Business Administration, or related field.
• 8+ years of operational leadership experience with 3-5 years managing managers or multi-layer teams.
• Experience overseeing large customer service, contact center, help desk, 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, serving as primary escalation point and strategic partner.
• Lead regular business reviews, operational updates, 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.
• Lead multiple operational teams including Team Leads and Operations Managers.
• Oversee 10 to 60+ agents per client program and ensure performance and development.
• Mentor future leadership and set goals for career growth.
• Analyze performance metrics, workforce trends, quality scores, customer satisfaction, and financials.
• P&L ownership and accountability for team sizes, structures, and schedules.
• Drive continuous improvement to enhance service delivery and customer experience.
• Ensure compliance with company policies, client requirements, security standards, and procedures.

Skills

Leadership

Client relationships

Strategic thinking

Communication skills

Analytical skills

Education

Bachelor's degree in Operations Management / IT / Business Administration

Tools

CRM

Ticketing systems

Workforce management platforms

ITIL knowledge

Job description

Provalus is seeking a Delivery Director to provide strategic and operational leadership for multiple client accounts and service delivery teams. This role ensures client outcomes, operational excellence, and strong employee engagement across the site, overseeing Team Leads and Operations Managers for help desk and technical support functions.

The ideal candidate will be relationship-focused with exceptional communication, able to partner with Facilities, HR, Recruiting, Training, Sales and