Senior Director, Service Delivery at Sama

About The Job

Reporting to the VP-Global Service delivery, the incumbent is responsible for the daily oversight of all projects and their implementation and execution. Responsible for balancing service delivery requirements and capacity across multiple countries. Helps lead building new capabilities and growth plans. Responsible for managing billable revenue and ensuring Global Service Delivery meets its goals and objectives and COGS targets.

Key Responsibilities

• Develop the skill of Service Delivery Director and Head of Operations in Project execution, and client-facing responsibilities.
• Develop a high-caliber team by recruiting, selecting, onboarding, training, and coaching employees.
• Effectively communicate job expectations; plan, monitor, appraise and review direct report performance
• Plan and review compensation for service delivery.
• Determine Service Delivery strategic plan to enable rapid scale evolution of work verticals and alignment of training with worker skill levels;
• ROI analysis on pursuing ISO or other certifications and positioning of the Center relative to the competitive landscape.
• Monitor and evaluate performance based upon financial, operational, and impact KPIs.
• Be a regular presence on the production floor and actively interact with managers, supervisors, and agents to ensure productive engagement and proper functioning of systems.
• Meet Service Delivery's financial and impact targets by supporting the preparation of annual budgets; forecasting expenditures; taking ownership of variances; and complying with Sama recruitment and compensation practices.
• Test and refine new operational strategies that support efficiency, scale, and best-in-class BPO processes and share learnings with key Sama stakeholders.
• Maintain professional and technical knowledge by tracking emerging trends in data Center management; actively engaging in and participating in the East African ICT community.
• Ensure alignment and execution of agent training with business needs, including providing ongoing feedback to Learning and Development on baseline training requirements; integrating learning tracks into agent workforce development plans; and working with operations to develop and track worker skill-sets and skill levels in order to execute sales pipeline.
• Provide leadership and expert advice on service delivery issues, planning, service development approaches and create best-practice service delivery goals, standards, and measures of success to ensure expectations are clear and that service delivery strategies are well aligned to overall agency objectives.
• Meet a variety of Client needs and manage escalations through coaching and leading Directors and Project leaders.
• Drive and oversee financial, human, physical, and intellectual capital/resources and their interdependencies in an operationally effective and efficient manner to better facilitate service delivery and optimize outcomes
• Provide high-quality service strategy advice to executive leadership to effectively inform strategic planning processes.
• Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost-effective and to action necessary improvements as required.

Requirements

• Bachelor’s degree in Business, Operations or related discipline or equivalent work experience.
• 8+ years of experience in BPO or large-scale Customer Service management.

Preferred Qualifications

• Masters Degree in Operations /Project Management or equivalent.