Following significant investment our client is now embarking on the next phase of its exciting growth plans and requires an ambitious and professional Global Service Delivery Director.
Reporting to the CEO and working closely with the Executive Management team and the board, the position of Global Service Delivery Director will be responsible for the delivery of products and services. They will be key in creating a scalable delivery engine capable of servicing a growing and global client list to a high standard. The GSSD will develop a seamless system for recruitment, onboarding, and training of clinical staff across the globe, as well as working closely with clients to tailor and develop services to meet client needs.
They will also be critical in core leadership activities such as providing clear and concise management information and reporting, recruitment of new team members and navigating local regulations in new markets.
Responsibilities
· Development of large, global community of clinically trained therapists which can be drawn upon to fulfil client commitments. This will be done through strategic network building and relationship building with specialist locum talent pools internationally.
· Creation of an effective recruitment engine of clinically trained therapists to quickly identify and onboard talent where reactive workforce building is required.
· Ongoing management of therapist workforce with a focus on quality.
· Ensuring a high quality of service to all of our client’s key clients, including solving specific pain points for clients on an ad hoc basis when they arise. Lead on ongoing client support and ultimately supporting the commercial team around client retention where necessary.
· Development of a world-class reporting system including maintaining an operational dashboard covering all key metrics.
· Ensure the company understands and is able to easily navigate local regulations and compliance standards in international markets.
· Lead on negotiation of delivery guidelines within client SLAs.
Experience
· Experience of operational leadership within a business operating an analogous model to our client (i.e., services-based model managing skilled workforces internationally to deliver client engagements). Minimum 10 years of relevant operational management/leadership experience.
o Experience in BPO is highly desirable.
· International experience recruiting, onboarding, and managing disparate workforces.
· Experience of senior stakeholder relationship management with large, blue-chip clients, delivering on valuable (€1m+) contracts.
· Strong ability with data analytics.
· Understanding of how to establish and maintain excellent relationships across an organisation and to work closely with the commercial team to ensure the business is thinking ‘client-first’.
· Strong leadership experience with the ability to lead change and take others with you.
Characteristics
· Able to demonstrate a high degree of passion and energy whilst maintaining a positive outlook.
· Self-Starter – ability to execute and implement change
· Highly energetic personality – a motivator.
· Critical thinker – strategic and highly analytical.
· Leadership – easily move others to action by planning, motivating, organising, and controlling team responsibilities.
· Goal-oriented – naturally motivated to reach goals.
· Interpersonal/Communication Skills – an innate ability to channel different points of view; Able to establish and maintain excellent relationships and credibility quickly.
· Establish a winning culture across the operations team.
· Excellent consulting as well as technical writing and presentation skills.
· Maturity – provides a good balance of risk-taking and judgement; is confident and assured – able to operate independently of the wider team.
· Professional – unquestionable integrity, credibility and character who demonstrates high levels of moral and ethical behaviour.
· A passion for the company’s mission – to delight our clients and their employees.
Other information
· The Global Service Delivery Director role is remote-first and therefore can be based anywhere. The successful candidate needs to be willing and able to travel to the company HQ (Dublin, Ireland) and internationally to see clients as appropriate.
· They offer a competitive salary, performance-based incentives, and a supportive work environment that encourages professional growth and development.
· Our client welcomes applicants from diverse backgrounds, including diverse professional experience.
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