Service Delivery Director

hace 2 semanas

Marbella, España ARATECH lifestyle technology A tiempo completo

Who we are?

We are ARATECH, Lifestyle Technology. A company with more than 10 years of experience in IT and consulting. The group of professionals working in ARATECH's mission is to offer the best solutions to our customers by working together with them in their Digital Transformation to provide the best advice establishing a close collaboration.

Who are we working with?

Our customer leads the field in supporting Tier 1 brands and retailers in their digital transformation. As a global integrator, we provide digital lifestyle solutions worldwide, including centralized service dispatch, SLA contract management, and comprehensive project management. Our Service Delivery team offers high-quality remote assistance, monitoring, asset tracking, content management services, and onsite support.

What would be your responsibilities?

As the Service Delivery Director, you will play a crucial role in managing our global services delivery to top-tier clients, ensuring superior service standards and client satisfaction across international and cross-border digital deployments. This role is central to our mission of empowering clients through digital innovation and operational excellence.

  1. Leadership and Strategy: Lead the service delivery department, setting strategic goals and ensuring alignment with the company's broader objectives. Develop and refine service delivery processes to enhance efficiency and effectiveness.
  2. Client Engagement: Act as a senior point of contact for key client engagements, ensuring high levels of customer satisfaction and managing client relationships at a strategic level.
  3. Team Management: Oversee a geographically dispersed team of service agents, fostering a culture of high performance, continuous improvement, and team cohesion despite cultural and time zone differences.
  4. Operational Excellence: Ensure that all service delivery activities are executed within the agreed timelines and standards. Monitor performance through KPIs and SLAs, making adjustments as necessary to meet business goals.
  5. Compliance and Best Practices: Ensure adherence to local and international regulatory requirements and implement best practices in service management and project execution.
  6. Innovation and Improvement: Lead initiatives to leverage new technologies and methodologies to enhance service delivery capabilities and client outcomes.
  7. Budget and Resource Allocation: Manage budgets, forecast resources, and allocate appropriately to ensure project and service delivery success.
  8. Crisis Management: Develop strategies to effectively handle potential disruptions in service delivery, ensuring stability and continuity.
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