Job Description

Job Summary

• Own end-to-end delivery for a high-volume, multi-product technical support engagement, serving enterprise and commercial end customers of a global software client.
• Drive performance against contractual service levels — customer satisfaction, response times, resolution times, and escalation management — across all severity tiers.
• Proactively manage service-level risk, ensuring gaps are identified and closed before they affect the client relationship or commercial terms.
• Lead governance with client stakeholders through regular operational reviews, business reviews, and escalation forums, acting as the primary delivery point of contact.
• Build and develop a strong leadership bench (Team Leads, Managers) to run a large, multi-shift, multi-lingual support organization covering 24×7 English coverage plus additional regional languages.
• Own workforce planning, hiring, and attrition management to protect service continuity and coverage across languages and shifts.
• Champion automation and AI-driven support tooling — knowledge management, self-service, and case deflection — to improve resolution speed and reduce cost-to-serve.
• Oversee triage and escalation of cases to specialist and engineering resolver groups, ensuring root-cause analysis on any missed service commitment.
• Manage the delivery cost base and workforce mix for the engagement, contributing to overall account margin improvement.
• Ensure delivery stays within contracted scope, routing out-of-scope requests through the appropriate change-management process.

Key Responsibilities

• 15+ years in IT services delivery, including 5+ years leading large-scale Technical Assistance Center / Frontline / L1–L2 technical support operations for an enterprise software or infrastructure client.
• Proven experience managing a 24×7, multi-lingual support operation at significant scale (large annual case volumes, large multi-hundred-person teams).
• Demonstrated ownership of SLA/KPI-driven delivery in a managed-services or outsourcing contract, including experience managing service-level risk.
• Working knowledge of enterprise virtualization, end-user computing, or networking/security product lines is an advantage.
• Experience managing senior stakeholders at an enterprise or independent software vendor client.
• Track record of deploying automation, AI, or knowledge-management tooling to improve support KPIs and reduce cost-to-serve.
• Delivery cost and margin management experience for an account or engagement of comparable size.
• Strong data-driven decision-making and executive communication skills, with the ability to run governance with both client and internal leadership.
• Bachelor's degree required; PMP, ITIL, or equivalent service-management certification preferred.

Skill Requirements

We are hiring a Delivery Director to lead a large-scale Technical Assistance Center (TAC) / Frontline Product Support engagement for a leading global enterprise software company, supporting their end customers across multiple product lines. This is a senior delivery leadership role, owning end-to-end service performance, a large multi-lingual 24×7 support organization, and the client relationship at the delivery level. You will report into senior account and delivery leadership and be accountable for service quality, team leadership, and continuous improvement across a high-volume, SLA-driven support operation.

Other Requirements