Service Delivery Director
On-site · Pittsburgh, Pennsylvania, United States
Job Summary
Service Delivery Director leads client relationship management and service delivery for document and mail processing operations, acting as the primary liaison between clients and internal teams to ensure SLA/KPI adherence, quality, compliance, and client satisfaction. Responsibilities include managing client relationships, coordinating new services and process improvements, delivering operational leadership across document processing and mailroom functions, driving continuous improvement, risk and controls management, audit readiness, and collaboration with technology, compliance, quality assurance, and production support to resolve issues. The role emphasizes leadership, strategic thinking, and the ability to manage high-volume, deadline-driven environments, with travel as needed. Key competencies include client relationship management, operational leadership, risk & controls, process improvement, communication, problem solving, team leadership, performance management, and strategic thinking.
Required Qualifications
- Bachelor’s degree in Business, Operations Management, Finance, or related field preferred
- 7+ years of experience in document processing, remittance processing, mail operations, banking operations, or financial services
- 3+ years of leadership or management experience in client services and/or operations
- Strong knowledge of document operations, payment processing workflows, operational controls, and service delivery management
- Experience managing client relationships in a high-volume operational environment
- Excellent communication, presentation, and problem-solving skills
- Strong analytical and organizational abilities with attention to detail
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Proficiency in Microsoft Office applications, operational reporting tools, and workflow systems
- Lean, Six Sigma, or process improvement experience preferred
- Experience supporting geographically dispersed operational teams
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