Service Delivery Director I

Responsibilities:

Operations leadership: 

• Lead the planning, execution, and delivery of orders & projects across Iyuno in your region. 

• Standardize and systemize the collection of client requirements wherever possible and ensure your team understands and delivers the details of every project.  

• Ensure Iyuno internal systems, and any client systems reliably maintain detailed system records of client interactions and orders. 

• Report on Client Service delivery metrics and KPI’s, taking corrective action to drive excellent service outcomes. 

• Oversee and discuss resourcing issues with Operations to ensure that all projects are effectively resourced from a personnel, skills and technology perspective. 

• Oversee and manage the Client Service Delivery budgets to ensure that we deliver value for money and quality outputs and PO and invoicing is correct. 

Team Leadership: 

• Lead, mentor, and develop your Service Delivery team. Develop succession, development and career paths for the team 

• Develop a collaborative and high-performance working environment. 

Client Relationship Management: 

• Serve as a point of contact for clients regarding client service delivery fulfilment issues. 

• Understand client needs and ensure their expectations are met or exceeded. 

• Work with Account Directors in cases of escalation or problems and resolve them effectively.   

Quality & Improvement: 

• Identify areas for improvement and implement improvements which enhance efficiency and quality. 

• Monitor the quality of work being delivered to ensure it meets client expectations and company standards. Gather feedback from clients on the quality of the deliverables and work with Operations to make necessary adjustments.

Skills and experience required: 

• 5-10 years of experience in project management, account management or operations, preferably in the localization industry. 

• Excellent stakeholder management skills 

• Good understanding of localization operations processes and technologies. 

• Excellent client management abilities. 

• Strong leadership and team-building skills. 

• Proficiency in localization software and tools, and systems development and integration. 

• Focus on execution and quality 

• Problem-solving and decision-making skills 

• Excellent communicator and influencer at a senior level