Service Delivery Leader – Customer Care

About the role

The Director – Service Delivery leads a regional technical and product support operation for a leading SaaS provider in automotive retail. Reporting to the Vice President / Global Delivery Leader, this senior leader oversees 200+ customer support professionals, ensuring service excellence, financial performance, and workforce engagement.

Key responsibilities

• Lead end‑to‑end delivery of technical and product support across multiple SaaS products, meeting SLAs, KPIs, CSAT, quality and compliance targets.
• Develop and execute regional delivery strategies that support growth and evolving client requirements.
• Serve as senior escalation point and trusted advisor for client stakeholders, leading executive governance and strategic planning sessions.
• Drive employee engagement, career progression, retention programs and succession planning.
• Own operational and financial performance, including revenue, margins, productivity and cost management.
• Partner with product and engineering teams to ensure operational readiness for launches and enhancements.
• Lead automation, AI, digital transformation and Lean Six Sigma initiatives to improve productivity and customer experience.

Required profile

• Significant experience in BPO, technical support or managed services environments.
• Proven senior leadership of large‑scale support operations (200+ employees).
• Strong client‑facing leadership with executive stakeholders, preferably in SaaS or automotive retail.
• Demonstrated ability to improve employee engagement, reduce attrition and develop high‑performance cultures.

Required skills

• ServiceNow
• ITIL Foundation
• Project Management Professional (PMP) certification
• Lean Six Sigma methodologies

What we offer

• Opportunity to lead AI‑powered transformation and drive innovation.
• Access to mentorship, world‑class learning and career acceleration.
• Work with a global team of 140,000+ bold thinkers and problem‑solvers.