Associate Director Delivery

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Responsibilities

• Service Delivery & Operations Management
• 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 optimization for assigned accounts.
• Client Relationship Management
• Serve as the senior operational contact for client leadership.
• Drive strong governance through regular reviews, insights, and performance updates.
• Build long‑term client trust and partnership to support operational stability and account longevity.
• Sales, Revenue & Base Growth
• Identify and pursue upsell, cross‑sell, and base growth opportunities within existing accounts.
• Collaborate with Sales, Solutions, and Finance teams to prepare proposals, SOWs, a...