Head of Service Delivery

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

The Head of Service Delivery plays a critical leadership role, overseeing the end-to-end delivery of services to ensure they meet both client and organizational expectations. This role involves strategizing and implementing effective service delivery processes, managing cross-functional teams, and ensuring that all service level agreements (SLAs) are consistently met. Acting as a bridge between client needs and operational capabilities, the Head of Service Delivery focuses on enhancing customer satisfaction, optimizing resource utilization, and driving continuous improvement in service quality and efficiency. The position requires strong leadership, problem-solving skills, and a deep understanding of service management frameworks.

- Bachelor's degree in Business Management, IT, or a related field.
- Minimum of 7-10 years of experience in service delivery or a similar role.
- Proven experience in managing and leading teams.
- Strong understanding of service delivery methodologies and techniques.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Proven ability to manage client and stakeholder relationships.
- Experience with SLA and contract management.
- Solid understanding of performance metrics and KPIs.
- Ability to develop and implement effective service delivery strategies.
- Proficiency in using service management and CRM tools.
- Strong organizational and project management skills.
- Experience in budget management and resource allocation.
- Knowledge of risk management practices.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Knowledge of industry regulations and compliance standards.
- Ability to handle and resolve complex service delivery issues.
- Experience in process improvement and change management.
- Ability to work collaboratively with cross-functional teams.
- Up-to-date knowledge of industry trends and best practices in service delivery.

- Oversee and manage the service delivery team.
- Monitor service delivery performance metrics and KPIs.
- Ensure adherence to SLAs and contractual obligations.
- Identify and implement service delivery improvement initiatives.
- Coordinate with operations, sales, and support teams.
- Manage client and stakeholder relationships.
- Develop and implement service delivery strategies.
- Prepare and present service delivery reports to senior management.
- Lead team meetings and performance reviews.
- Train and mentor team members.
- Handle and resolve complex service delivery issues.
- Develop and maintain a risk management plan.
- Drive continuous improvement of service delivery processes.
- Collaborate with IT to leverage technology for service delivery.
- Analyze client feedback for service improvements.
- Ensure compliance with company policies and industry regulations.
- Manage service delivery department budget and resource allocation.
- Oversee service delivery plans for new and existing projects.
- Conduct regular service delivery audits.
- Stay updated on industry trends and best practices.

The ideal candidate for the role of Head of Service Delivery will be an accomplished professional with a Bachelor's degree in Business Management, IT, or a related field and a minimum of 7-10 years of experience in service delivery or a similar capacity. This individual will have a proven track record of effectively managing and leading teams, demonstrating exceptional leadership and communication abilities. They will have a deep understanding of service delivery methodologies and a strong analytical acumen for interpreting performance metrics and KPIs. Adept at managing client and stakeholder relationships, the candidate will exhibit strong interpersonal skills and the capacity to handle complex service delivery issues with a strategic and solutions-oriented approach. Their problem-solving mindset and decision-making abilities will be matched by their proficiency in using service management and CRM tools. The ideal candidate will be well-versed in SLA and contract management, risk management practices, and industry regulations and compliance standards. They will have a proactive approach to continuous improvement and process innovation, paired with the organizational prowess to manage budgets and resource allocation effectively. Their collaborative nature will enable them to work seamlessly with cross-functional teams, while their resilience and adaptability will ensure they thrive under pressure. The candidate will possess a customer-focused mindset, high ethical standards, and a commitment to mentoring and developing team members. Their enthusiasm for leveraging technology to enhance service delivery, combined with their ability to think strategically and implement long-term plans, will set them apart as the perfect fit for this role.

- Oversee and manage the service delivery team to ensure effective delivery of services to clients.
- Monitor and report on service delivery performance metrics and KPIs.
- Ensure adherence to SLAs (Service Level Agreements) and contractual obligations.
- Identify gaps in service delivery and implement improvement initiatives.
- Coordinate with internal teams such as operations, sales, and support to streamline processes.
- Manage relationships with key clients and stakeholders, addressing any issues or escalations promptly.
- Develop and implement service delivery strategies to meet company goals and objectives.
- Prepare and present regular service delivery reports to senior management.
- Lead team meetings and performance reviews to enhance team productivity and morale.
- Train and mentor team members to ensure continuous professional development.
- Handle and resolve complex service delivery problems effectively.
- Develop and maintain a risk management plan to mitigate potential service delivery risks.
- Ensure the continuous improvement of service delivery processes and methodologies.
- Collaborate with the IT department to leverage technology for enhanced service delivery.
- Analyze client feedback to inform service improvements and innovations.
- Ensure compliance with company policies and industry regulations.
- Manage budget and resource allocation for the service delivery department.
- Oversee the development and execution of service delivery plans for new and existing projects.
- Conduct regular audits to ensure service delivery standards are being met.
- Maintain up-to-date knowledge of industry trends and best practices to drive innovation in service delivery.

- Proven leadership and team management skills
- Exceptional communication abilities
- Strong problem-solving mindset
- High level of organizational skills
- Ability to think strategically and develop long-term plans
- Strong interpersonal skills for client and stakeholder management
- Adept at managing complex issues and finding effective resolutions
- Results-oriented with a focus on continuous improvement
- Proactive approach to identifying and mitigating risks
- Capability to handle multiple tasks and prioritize effectively
- Analytical acumen for interpreting performance data
- Innovative thinking for enhancing service delivery processes
- Collaborative nature, able to work well with cross-functional teams
- Resilience and ability to work under pressure
- Strong ethical standards and commitment to compliance
- Customer-focused mindset
- Adaptability to evolving business environments and industry trends
- High level of accountability and responsibility
- Ability to mentor and develop team members
- Enthusiasm for leveraging technology to drive service improvements

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company matching contributions
- Generous paid time off (PTO) including vacation, sick leave, and holidays
- Flexible working hours and remote work opportunities
- Professional development and training programs
- Opportunities for career advancement and growth within the company
- Performance-based bonuses and incentives
- Company-sponsored wellness programs and initiatives
- Employee assistance program (EAP)
- Access to cutting-edge technology and tools
- Collaborative and inclusive work environment
- Tuition reimbursement and support for further education
- Travel allowances for business-related trips
- Parental leave and family support benefits
- Life and disability insurance coverage
- Access to networking and industry events
- Employee recognition and reward programs
- Vibrant company culture with team-building activities and events