Delivery Director - Chicago, IL

Responsibilities:

• Oversee all service streams for large financial services client
• Demonstrate mutually beneficial partner relationships with clients
• Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability
• Regularly review each service stream for contract adherence, service level attainment, reporting requirements, and client satisfaction
• Develop senior level relationships with client, championing business expansion and renewal
• Identify new business opportunities and work with Solution Development and other key leaderss on validating pricing and Statement of Work (SOW) development
• Regularly conduct formal Quality Review Meetings with client, with a focus on accomplishments, KPIs, action plans, change management, and new opportunities
• Champion the Continuous Service Improvement program which includes the analysis of reports and the implementation of solutions that improve service delivery, including the development of new policies, delivery of additional training, and identification of proactive solutions to address potential quality issues
• Serve as an escalation point for client and personnel issues
• Provide training, guidance and mentoring to Service Delivery Managers in industry best practices as well as company policies and procedures
  
  
   

Qualifications:

• Experience level: Experienced
• Minimum 7 years of experience
• Education: Bachelors

Skills:

• IT delivery director
• service delivery manager
• IT service delivery director