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Job ID / Title:
Service Delivery Director
Job Category:
Service Delivery Management
City:
Kingston
State:
Kingston
Work Location:
Mona Campus

Job Description


Sutherland Global Services is seeking a dynamic and strategic-thinking person to join us as the Director of Service Delivery. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Directors in this role get to:
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
Build the company: Partner with all divisions across all segments in efforts to improve and drive performance
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met
Improve the company: Make recommendations to enhance processes and boost ease and efficiency
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
Drive Sutherland forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans

Qualifications

Our most successful candidates will have:

  • Bachelor’s degree
  • Eight or more years of management experience; experience managing customer support
  • Ability to be creative and resourceful in finding effective solutions to problems and situations
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem solving skills
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Persistence in working through challenges and doing whatever it takes to get the job done
  • Demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts
  • Ability to be strategic in developing solutions and process improvements
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
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