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Director, Offshore Service Delivery

2 months ago

Toronto, Ontario, Canada Softchoice Full time
About the Role

We are seeking a highly experienced and strategic leader to oversee and manage the delivery of services from offshore locations. As the Director, Offshore Service Delivery, you will be responsible for ensuring the successful execution of our outsourcing strategy and its targets.

Key Responsibilities
  • Leadership and Management:
    • Provide leadership and direction to the offshore service delivery partners, including the execution of RFPs to identify new partners.
    • Identify the long-term strategic direction of the offshoring program, including the potential to build out a captive center when appropriate.
    • Develop and implement strategies to improve service delivery and operational efficiency of the partner.
    • Ensure alignment with the company's strategic goals and objectives.
    • Ensure the offshore strategy balances the build-out of offshore teams with growth and support needs of the 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 mechanisms to identify and transition roles offshore.
    • Identify opportunities for process improvements and operational efficiencies in working with external partners.
    • 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.
Requirements
  • Education: Bachelor's degree in business, management, or a related field. A master's degree is preferred.
  • Experience: 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.
  • Skills: 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.