Director, Service Delivery

Own end-to-end service delivery performance across assigned services, regions, or customer segments, ensuring alignment with SLAs, KPIs, and contractual commitments. Act as escalation point for critical service incidents and customer issues while partnering with Account Management to drive satisfaction and retention. Define, monitor, and optimize service performance metrics to support cost-to-serve improvements and profitable service design. Lead continuous improvement initiatives and digital transformation, including AI-enabled process enhancements within Fusion teams. Build high-performing teams by setting clear goals, fostering a culture of ownership, and supporting talent planning and succession. Drive process harmonization across regions and business units to translate business objectives into scalable, reliable operations.