We are looking for a Director of Service delivery and vendor management to join our innovative Center of Excellence in the operations department.
The Director of Service delivery & VM will be responsible for leading the strategy, governance, and performance management of the call center OS vendors across Ops.
This role ensures vendors meet operational, financial, and compliance expectations, while fostering strong partnerships that support business growth and operational excellence.
What youll do-
Vendor Strategy (Call Centers Global Vendors)
Develop and execute the Opss vendor management strategy aligned with the business objectives
Define governance models, KPIs, and performance frameworks for all outsourced partners
Lead vendor selection, RFPs, onboarding, and contract negotiations
1.Performance & Operational Oversight
Monitor vendor performance through SLAs, KPIs, and QBRs
Identify and resolve service delivery gaps or escalations, drive continuous improvement initiatives
Ensure alignment between vendor operations and internal teams to maintain seamless service delivery
2. Financial & Commercial Management
Own the vendor budget, cost tracking, and cost optimization initiatives
Lead commercial negotiations including pricing, renewals, and contractual terms
Conduct regular spend analyses to ensure vendor value and ROI
3. Risk, Compliance & Quality
Ensure all vendor relationships adhere to internal policies, legal standards, and regulatory requirements.
Assess vendor risk and develop mitigation strategies.
Collaborate with legal, procurement, compliance, and security teams as needed.
4. Leadership & Collaboration
Manage a team (if applicable) responsible for day-to-day vendor operations.
Act as the main point of contact for executive-level vendor relationships.
Partner with internal stakeholders (Ops, Finance, IT, Legal, Procurement, etc.) to ensure business alignment.
The Director of Service delivery & VM will be responsible for leading the strategy, governance, and performance management of the call center OS vendors across Ops.
This role ensures vendors meet operational, financial, and compliance expectations, while fostering strong partnerships that support business growth and operational excellence.
What youll do-
Vendor Strategy (Call Centers Global Vendors)
Develop and execute the Opss vendor management strategy aligned with the business objectives
Define governance models, KPIs, and performance frameworks for all outsourced partners
Lead vendor selection, RFPs, onboarding, and contract negotiations
1.Performance & Operational Oversight
Monitor vendor performance through SLAs, KPIs, and QBRs
Identify and resolve service delivery gaps or escalations, drive continuous improvement initiatives
Ensure alignment between vendor operations and internal teams to maintain seamless service delivery
2. Financial & Commercial Management
Own the vendor budget, cost tracking, and cost optimization initiatives
Lead commercial negotiations including pricing, renewals, and contractual terms
Conduct regular spend analyses to ensure vendor value and ROI
3. Risk, Compliance & Quality
Ensure all vendor relationships adhere to internal policies, legal standards, and regulatory requirements.
Assess vendor risk and develop mitigation strategies.
Collaborate with legal, procurement, compliance, and security teams as needed.
4. Leadership & Collaboration
Manage a team (if applicable) responsible for day-to-day vendor operations.
Act as the main point of contact for executive-level vendor relationships.
Partner with internal stakeholders (Ops, Finance, IT, Legal, Procurement, etc.) to ensure business alignment.
Requirements:
5+ years of experience in vendor management in the call center industry or similar operations
3+ years in a leadership role managing multi-vendor environments, preferably in a global setting
Call center management experience – a must
Strong experience in contract management, negotiations, and vendor performance management
Demonstrated ability to manage complex commercial relationships and drive measurable outcomes
Excellent communication, leadership, and cross-functional collaboration skills
Experience with BPO, customer service, IT, or global operations vendors is a plus.
Excellent analytical skills
High level of spoken and written English
What could set you apart-
Independent
Fast Learner
High Attention to details
Creative and proactive
Analytical thinker
Team player
Familiar with advanced methodologies and tools.
5+ years of experience in vendor management in the call center industry or similar operations
3+ years in a leadership role managing multi-vendor environments, preferably in a global setting
Call center management experience – a must
Strong experience in contract management, negotiations, and vendor performance management
Demonstrated ability to manage complex commercial relationships and drive measurable outcomes
Excellent communication, leadership, and cross-functional collaboration skills
Experience with BPO, customer service, IT, or global operations vendors is a plus.
Excellent analytical skills
High level of spoken and written English
What could set you apart-
Independent
Fast Learner
High Attention to details
Creative and proactive
Analytical thinker
Team player
Familiar with advanced methodologies and tools.
This position is open to all candidates.
