Associate Director Delivery

Summary The Associate Director – Service Delivery is responsible for leading multi-site or multi-client operations within the organization and ensuring best-in-class service delivery. This role oversees service performance, client relationships, operational excellence, and achievement of contractual SLAs/ KPIs. The Associate Director acts as the strategic bridge between clients, internal leadership, and delivery teams, driving efficiency, quality, and continuous improvement. In addition to driving high operational performance, the role contributes to revenue growth, account mining, and expansion of existing business by identifying opportunities and partnering with sales and client stakeholders.

• Oversee day-to-day delivery of services across multiple programs or locations.
• Ensure SLA/KPI adherence, process compliance, and performance consistency.
• Lead capacity planning, forecasting, and resource opt...