Director, Offshore Service Delivery

2 months ago

Toronto, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**The impact you will have**:
The Director, Offshore Service Delivery will be responsible for overseeing and managing the delivery of services from offshore locations. The incumbent will report to the SVP of Revenue Operations, Customer Success and Strategy and have 2 direct reports plus full accountability to deliver on Softchoice’s outsourcing strategy and its targets.

**What you’ll do**:

- **Leadership and Management**:

- Provide leadership and direction to the offshore service delivery partners including any requirement to execute RFPs to identify new partners.
- Identify long term strategic direction of offshoring program including potential to build out captive centre when appropriate
- Develop and implement strategies to improve service delivery and operational efficiency of Partner
- Ensure alignment with the company's strategic goals and objectives.
- Ensure offshore strategy balances build out of offshore teams with growth and support needs of overall business
- Foster a culture of continuous improvement and innovation within the partner teams.
- **Service Delivery**:

- Ensure the Partner is meeting expectations around the delivery of services from offshore locations, ensuring high-quality and timely delivery.
- Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs).
- Identify and address any issues or challenges that may impact service delivery.
- Collaborate with onshore teams to ensure seamless integration and coordination with onshore teams.
- **Stakeholder Management**:

- Build and maintain strong relationships with key stakeholders, including partners and internal teams.
- Communicate effectively with stakeholders to ensure their needs and expectations are met.
- Provide regular updates and reports on service delivery performance and initiatives.
- **Operational Execution**:

- Build out and lead internal mechanism to identify and transition roles offshore a
- Identify opportunities for process improvements and operational efficiencies in working with external partner
- Implement best practices and standard operating procedures to enhance service delivery.
- Leverage data and analytics to drive decision-making and continuous improvement.
- Ensure compliance with relevant regulations and standards.

**What you’ll bring to the table**:

- Bachelor's degree in business, Management, or a related field. A master's degree is preferred.
- Minimum of 10 years of experience in service delivery, with at least 5 years in a leadership role; participating and engaging with all levels of management and leading functional teams
- Proven track record of managing offshore service delivery teams and achieving high levels of performance.
- Demonstrated experience building and managing high-performing teams as well as collaborating with various functions
- Strong leadership, communication, and interpersonal skills.
- Ability to work effectively in a fast-paced and dynamic environment.
- Experience with process improvement methodologies and tools.
- Knowledge of relevant regulations and standards.
- Demonstrates strong problem-solving skills and can deal with escalations effectively and with a sense of urgency

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and opportunities for career growth.
- Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
- We offer an opportunity to build and grow a career in the technology industry.
- Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 19 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Bes

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