Director – Engagement Delivery Lead

Overview

Job Title:
Director – Engagement Delivery Lead (Service Operations)
Location: United States

The Director – Engagement Delivery Lead (Service Operations) will be responsible for driving regional service delivery, operational excellence, and client satisfaction while supporting business growth objectives. This role combines strategic leadership with hands-on execution, ensuring high-quality delivery, scalable operations, and strong client partnerships. The incumbent will act as the primary client-facing leader, managing service delivery teams, performance metrics, and revenue growth within assigned accounts.

1. Service Delivery & Operational Excellence

• Lead regional service operations to meet and exceed business objectives, SLAs, and KPIs.
• Define, track, and improve operational metrics across delivery centers and service lines.
• Identify opportunities for best practices, process optimization, and scalable delivery models.
• Ensure consistent quality, efficiency, and compliance across all operational activities.

2. Client Engagement & Account Management

• Serve as the primary point of contact for client relationships and overall satisfaction.
• Act as a customer advocate, supporting launch strategies and output-based delivery models.
• Manage day-to-day client-specific service and operational deliverables.
• Conduct regular performance reviews and ensure alignment with client expectations.

3. Strategic Planning & Growth Enablement

• Develop and execute strategic and tactical plans to drive revenue growth within existing accounts.
• Support new initiatives, partnerships, and programs aligned with business goals.
• Work closely with senior management to align regional strategies with company-wide objectives.
• Lead and manage delivery teams, including product-area leads and program managers.
• Define team structures, roles, and objectives to best support program requirements.
• Provide strong leadership through clear communication, coaching, and role modeling.
• Drive employee performance, engagement, and productivity.

5. Cross-Functional Collaboration

• Partner with service delivery teams, business leaders, and support functions to drive execution.
• Coordinate operations across multiple accounts and regions to ensure consistency and efficiency.
• Work with client representatives and internal stakeholders to implement effective strategies and solutions.

6. Financial & Performance Management

• Review revenues, costs, and operational performance at the account and regional levels.
• Ensure financial discipline while maintaining service quality and client satisfaction.
• Support budgeting, forecasting, and performance reporting activities.

• Bachelor’s or Master’s degree preferred.
• 20+ years of overall professional experience.
• Minimum 15+ years of experience in leadership roles within operations, service delivery, or client engagement.
• Strong background in managing large delivery teams and complex client environments.
• Excellent communication, stakeholder management, and leadership skills.
• Proven ability to drive operational excellence and business growth.