Sutherland Global Services

Global Director- Bulgaria

2 weeks ago
Job ID
Service Delivery Leadership - Leadership Support
BG-Sofia Bulgaria



The Service Delivery Director will play a significant role in overseeing operations and driving consistent performance against SLA’s across the global sites for a key client. They will work closely with the Client Director to maintaining a referenceable relationship with the client. They will use business transformation expertise to continually review operations and services delivered to the client. They will provide leadership to the teams in each site and encourage collaboration and learning across the sites. There will be a requirement to travel globally.



  • Oversee and lead on operational go live activity for new sites.
  • Work with the site Management team and wider Sutherland Management team to ensure smooth and efficient working relationships between the parties.
  • Be present on each site on a regular basis to provide leadership to the team locally in line with operating processes and systems.
  • Build a strong consultative relationship/partnership with the client, serving as a trusted advisor.
  • Establish delivery objectives and review end to end service delivery, establish key reporting metrics, drive achievement of revenue and profitability against the plan.
  • Recommend and oversee implementation of opportunities for improvement. Ensure appropriate governance in place, and encourage shared learning across all sites.
  • Build customer loyalty through continuous improvement and focused innovation initiatives as part of strategic account plans.
  • Develop deep domain understanding of the client’s business, strategic and tactical, including themes and underlying issues, and work with the Sutherland network to align current and future capabilities to create client opportunity and solve business problems.
  • Lead and develop the site Management Teams in conjunction with the country leader.
  • Lead on contract negotiation, change management and renewal.
  • Lead global process for invoicing and collection.




Experience and Competency Requirements

  • Experience in a sales operation/client-facing role in the Business Process/Outsouring
  • Must have an experience in managing a headcount of 1000+ employees, managing different sites and owning the PnL
  • Experience in the driving sales.
  • Highly developed customer relations skills and the ability to effectively consult and influence senior executives.
  • Detail-oriented and able to develop, execute, lead, and maintain complex projects, programs, and assignments.
  • Flexible in approach and capable of multitasking with rapidly changing priorities and manage multiple tasks in a dynamic environment.
  • Good understanding of client’s products and services and related internet domain services.
  • Strong problem-solving ability with the aptitude to identify strategic solutions to business problems with enterprise-wide implications.
  • Ability to communicate effectively in a matrix structure, both internally and in client organizations. Ability to create and deliver compelling presentations.
  • Desired experience in the professional services offshore/outsourcing industry.
  • Ability to manage multiple distributed teams to achieve client goals.
  • Performance and actions must be aligned with the Sutherland core competencies and values.
  • MS or MBA degree preferred.
  • The role will require relocating permenantly to Bulgaria and traveling (on a quarterly basis this will be approx. 2 weeks a quarter in each site; Sophia (Bulgaria) being the largest site and Bogata, (Columbia), Manilla (Philippines) and Monterrey (Mexico). Circa 1000 FTE’s across the locations.
  • Experience in the locations is desirable.

Reasons to Join Our Team

  • We work to enable innovation and positively affect lives across the world, and to do so we partner with an array of global brands. At Sutherland you will have the ability to work for the world’s best clients, from Bay Area start-ups to Fortune 50 giants.
  • We utilize our in-house experience design agency, “Sutherland Labs”, to create bespoke, human-centric solutions, based on the needs of the customer.
  • Sutherland is one of the key growth leaders in our industry with significant year-over-year organic growth.
  • Because of our continuous growth and expansion, you will have the opportunity to grow your career with Sutherland.

The role will require relocating permenantly to Bulgaria



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