Service Delivery Director

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.

2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.

3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.

4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.

5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.

6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.

7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Skill Requirements

SUMMIT BA JD Key Responsibilities The typical duties include: Requirements Gathering and Analysis: Liaising with business users and stakeholders to understand, define, and document detailed functional and non-functional requirements for enhancements to the Summit platform. System Configuration and Functionality Expertise: Applying in-depth knowledge of the Summit Data Model, functionality, and configuration to design solutions that align with business needs, particularly for products like Interest Rate Swaps, Money Markets, and Fixed Income. Documentation: Creating detailed business specifications, functional Specification documents, interface requirements, and user stories for the development and testing teams. Stakeholder Collaboration: Acting as the primary liaison between business stakeholders, internal IT teams (developers, testers, support), and vendors to ensure successful project delivery and change management. Testing Support: Providing input into test strategies, creating test cases and scenarios, assisting with test execution, and supporting User Acceptance Testing (UAT) to ensure the solution meets all requirements and functions as designed. Problem Solving and Support: Supporting end-users with functional issues or questions, managing incidents, and working to identify and resolve potential risks and issues during the project lifecycle. Pr

Other Requirements

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