The
Director of Service Delivery & Sales is directly responsible for
one or more clients and accountable for the P&L, revenue growth and
services. This individual will also build, manage and develop a high
performing team of Service Delivery Managers.
What You'll Do
- Overall own the client(s) for P&L (revenue through EBITDA), Growth and GM $
• Client Satisfaction measured via Net Promoter Score (NPS)
• Service Level Achievement (SLA) through onsite, Remote Services, and Shared Services
• Governance
• Operational –monthly & quarterly
• Commercial - Contract governance, meaning adherence and knowledge of the contract
• Strategic – innovation road mapping
• Renewals / Zero Churn
• Invoicing, revenue collection and DSO
•
Prepare account plans and targets for incremental growth through
projects, adjacency, and accretive opportunities (and acquire help from
Sales when required)
• Volumes to Revenue forecasting for existing clients:
•
Starts with Delivery provides Program Management actual volumes and how
they see forecasting trends based on prior volumes, seasonality, etc.
•
Program Management inserts any info gathered from the client like new
app releases, end-user adds/takeouts, etc. Program Management feeds this
back to Delivery.
•
Revenue forecasting starts with Program Management. Program Management
forecasts revenue based on volume data and provides Delivery the
information
•
Manage a team of direct reports, along with matrix relationships
specific to role. Gives input to senior management on performance of
assigned staff.
• Provides leadership to associates and manages any personnel or discipline issues that may arise.
•
Controls hiring and terminations as needed. Reviews and approves all
personnel administrative duties, such as weekly time keeping, vacation
scheduling, performance evaluations, annual reviews, etc.
• Provides training, coaching, and counseling to subordinates for continuous improvement