Director - Service Delivery

About ANSR Global Corporation ANSR is a market leader in enabling organizations to build manage and scale global teams through Global Capability Centers GCCs We provide full life-cycle services including GCC design set up and enabling operations For over 18 years companies cutting across size industry and markets have relied on ANSR s expertise to successfully build global business and technology teams Since its inception ANSR has established over 90 GCCs Our experience spans across industries including retail CPG banking insurance travel transportation and healthcare We operate in supply-rich locations like India Central and Eastern Europe South America Canada and Southeast Asia Summary We are looking for an experienced leader for the role of Director Service Delivery as part of our Service Delivery team to manage a wide range of programs You will be responsible for the delivery and overall success of the GCC The goal is to ensure every program will be delivered successfully and add the highest possible value to the organization The Director Service Delivery directly interacts with ANSRs customers to help achieve their long-term success The Service Delivery Team focuses on collaborating with customers to help execute their GCC roadmap as commitment to the business stakeholders As a member of this team you will participate in customer meetings interact with client Program Office work with stakeholders executives involved in joint planning sessions present best-practices and build relationships of trust with the customer As a Client Services Delivery leader you will showcase the best of ANSRs products services and influence the client adoption of our offerings You will engage with internal Business Support teams Consulting groups Workspace organization in order to ensure complete and high-calibre service quality Passion to drive customer success highest quality of professional client interaction influencing for growth and open effective communication are key attributes of this team Roles and Responsibilities include Initiate and set goals for programs according to the strategic objectives of the GCC Plan the programs from start to completion involving deadlines milestones Ensure contracts are fulfilled and the services and products are deployed Develop or approve budgets and operations manage the P L Devise evaluation strategies to monitor performance and determine the need for improvements putting in best practices Lead all cross functional teams involved provide feedback and resolve complex problems Discover ways to enhance efficiency and productivity of procedures and people Apply change risk and resource management principles when needed Develop strong and trusted relationship with the GCC Leaders through timely and accurate communications Ensure program operations and activities adhere to legal guidelines and internal policies Perform the relevant project management processes - i e initiate plan execute monitor and control and close and the supporting processes e g demand management working closely with US counterparts scope cost time issue risk resource communication stakeholder management Build change management processes and methodologies Performs gate reviews and quality assurance reviews with business sponsors Manage to the objectives and plan by thorough risk issue and change management across both business and technology parts of the program Requirements Proven experience as program account Director Thorough understanding of project program management techniques and methods Excellent Knowledge of performance evaluation techniques and key metrics Outstanding knowledge of data analysis reporting and budgeting A business acumen with a strategic ability Excellent organizational and leadership skills An analytical mindset with great problem-solving abilities Excellent communication skills MBA or equivalent with 15 years of experience Preferred Experience and Skills Experience in a GCC Setup Professional service delivery experience in a multi-national organization Conceptual knowledge of modern enterprise technology Understanding of CSAT NPS frameworks