Director

Strategic Implementation:

• Implement global support strategy across outsourced centers and internal teams.
• Drive process harmonization, knowledge management and technology alignment across all centers.
• Lead crisis management and major incident resolution involving multiple regions and stakeholders.

Operational Management:

• Manage and develop the operations team to oversee daily performance and issue resolution.
• Monitor KPIs and service levels across regions; provide consolidated reporting to senior leadership.

-Manage budget and optimize cost structure for outsourced operations.

Vendor Governance:

• Govern vendor relationships, including contract compliance, SLA monitoring, and performance reviews.
• Coordinate escalation flows between Level 1 regional centers and Level 2 global support.
• Improve the overall quality of the support provided