Director, Service Delivery
TALENTO is thrilled to source top Bangladeshi marketing service delivery talent for our client — a premier North American offshore marketing agency powering global SMBs. The Director of Service Delivery is the organization's delivery command center! This C-suite caliber role orchestrates seamless client fulfillment at scale, owning mission-critical execution, enterprise quality benchmarks, dynamic resource allocation, and exponential operational growth. Reporting to the COO, you'll engineer bulletproof delivery cadence and scalable throughput models. In lockstep with Customer Success leadership, convert their strategic "what & why" into your tactical "how & when" mastery – routinely surpassing client commitments via gated governance, AI-driven process optimization, and 24/7 operational resilience. You're the client promise fulfillment engine!
What you will do?
- Shape company-wide delivery strategy, turning customer commitments into actionable roadmaps and capacity plans.
- Partner seamlessly with Customer Success to exceed client expectations while advising the COO on scalability and operational excellence.
- Lead delivery teams from Project Managers to execution crews, ensuring all client work hits deadlines, scope, budget, and quality targets.
- Own timelines, risks, and dependencies across accounts while serving as the ultimate escalation point.
- Define playbooks, SOPs, and QA standards aligned with Customer Success needs.
- Build scalable governance and KPIs (timeliness, quality, utilization) that boost CSAT and retention.
- Rapidly scale Service Delivery while preserving quality and engagement.
- Design team structures and resourcing aligned with Customer Success accounts.
- Hire, mentor, and develop managers to build strong second-line leadership and a culture of ownership and excellence.
- Serve as the primary partner to the Director of Customer Success, joining regular reviews on client health, risks, and growth.
- Partner with Sales on pre-sales scoping, Finance on utilization and forecasting, and international stakeholders on performance updates.
- Spot delivery risks early and implement fixes before client impact; drive ongoing improvements in tools, workflows, and practices.
Required Skill Sets
- 10–15+ years of experience in Service Delivery, Operations, or Client Services leadership.
- Strong preference for candidates with a marketing agency or professional services background.
- 5+ years of experience leading large, multi-layered teams in high-growth environments.
- Proven ability to scale delivery organizations while maintaining quality and predictability.
- Experience working with North American or global clients and stakeholders.
- Strong operational discipline, analytical thinking, and structured problem-solving skills.
- Excellent communication and stakeholder management skills (written & verbal).
- Demonstrated experience in building and mentoring high-performing delivery teams.
- Ability to partner closely with Customer Success / Account Management functions.
Key Performance Matrix
- Client satisfaction (CSAT) and retention metrics.
- On-time delivery percentage and predictability of commitments.
- Delivery quality scores / defect rates / rework levels.
- Team utilization and throughput at scale.
- Successful scaling of delivery organization (headcount growth without quality drop).
- Timely risk identification and resolution.
- Continuous process improvement impact (efficiency gains, cost savings).
Hour of Work & Others
- Monday – Friday
- 2:00 PM – 11:00 PM BD time (to align with North American clients)
- Hybrid model (Dhaka, Bangladesh)
Salary & Benefits
BDT 200,000 – 400,000 per month (depending on experience)
Hiring Process
Initial Screening
Discussion with TALENTO team on experience, expectations, notice period, and cultural fit.
Leadership Interviews
Multiple rounds including COO and Director of Customer Success.
Case / Strategy Discussion
Presentation or deep-dive on service delivery scaling, governance, or client fulfillment scenarios.
Offer
Competitive offer with detailed compensation and benefits package.