Service Delivery Director

Service Delivery Director – Global Organization
Are you a senior leader with a unique mix of commercial acumen, operational expertise, and a proven ability to inspire high-performing teams? Do you thrive in dynamic, fast-paced environments, where your decisions directly impact the business? If so, Influx wants to hear from you.
Influx is seeking a visionary and results-driven Head of Delivery to oversee and elevate our service delivery function for the mid-market segment, the most dynamic part of our business. Your role will be to ensure our client partnerships are successful, our operations are exceptional, and our teams are empowered to deliver their best.
As Head of Delivery, you’ll lead a global team of Delivery Directors, ensuring excellence in service delivery, proactive client engagement, and long-term commercial growth.
Core responsibilities:
Service Excellence: Lead delivery operations to meet and exceed client expectations. Oversee the performance of Delivery units, ensuring every account runs like clockwork.
Client Partnerships: Build and maintain strong relationships with key clients, acting as a strategic partner and escalation point.
Client Success & Product Leadership: Develop and execute strategies to hit revenue, retention, and margin targets. Collaborate across teams to identify and seize growth opportunities.
Continuous Improvement: Implement cutting-edge delivery practices, leveraging data and analytics to drive efficiencies and innovations.
Leadership: Shape a high-performing team culture, mentor emerging leaders, and design an organizational structure fit for sustainable growth.
What You’ll Be Responsible For:
1. Operational Leadership and Process Excellence:
Design and refine the delivery framework, embedding systemic processes for scalability, efficiency, and consistency across all operations. Transform client delivery operations into a competitive differentiator, ensuring exceptional service at every stage of the client lifecycle
Ensure operational readiness through capacity planning and alignment with current and future business needs.
Lead the implementation of KPIs to drive client satisfaction, operational efficiency, and service reliability.
2. Service Design and Innovation:
Provide leadership in Service Design by collaborating with Sales and other stakeholders to refine product offerings and create innovative solutions tailored to client needs.
Influence the design and evolution of the service catalog, ensuring alignment with client requirements and market trends.
3. Client Success and Commercial Strategy:
Build and maintain strong relationships with senior client stakeholders, acting as a trusted advisor and escalation partner.
Independently handle complex client escalations, including high-stakes contract negotiations and strategic conflict resolution.
Collaborate with the commercial team to identify opportunities for growth and ensure alignment with delivery capabilities.
4. Leadership and Team Development:
Foster a culture of accountability, collaboration, and continuous improvement within the Delivery team.
Mentor and develop high-performing Delivery Directors, ensuring alignment with organizational goals and client expectations.
Drive organizational design and talent strategy to meet evolving business needs.
What We’re Looking For:
We’re seeking a leader who blends deep operational know-how with commercial acumen and client success expertise. The ideal candidate will have:
Proven experience in senior operational leadership, overseeing delivery operations ideally in the BPO or service delivery space.
Strong systems thinking with the ability to align processes, people, and strategy.
A track record of driving client satisfaction and growth.
Strong commercial acumen, with a track record of managing high-value client relationships and driving revenue growth.
Exceptional people management skills, including talent development and team retention.
Expertise in designing and institutionalizing operational frameworks and processes for scalability and efficiency.
The drive to own outcomes and the creativity to solve complex challenges.
Why Join Influx?
At Influx, we combine a passion for exceptional service with the agility of a global team. We believe in empowering our leaders to innovate and make a difference. This role isn’t just about maintaining the status quo—it’s about setting the standard for excellence in the mid-market segment. By joining Influx, you’ll get an opportunity to:
Make an Impact: Play a pivotal role in transforming and scaling a core function of our business.
Collaborate Globally: Join a diverse, remote-first team that values innovation and excellence.
Shape the Future: Lead initiatives that define the future of service delivery and client satisfaction at Influx.
Join us to lead, inspire, and deliver results that matter.

Work arrangement
Yes