Senior Director – Customer Excellence

About the role

The Senior Director, Customer Excellence (MSP) leads strategic initiatives that raise service quality and operational maturity across enterprise managed‑service programs. Reporting to senior leadership, this role partners with delivery teams, clients, and governance bodies to ensure consistent, high‑impact customer outcomes.

Key responsibilities

• Define and enforce service delivery standards and operating frameworks across regions and teams.
• Drive continuous‑improvement programs through process optimization, data‑driven insights, and operational enhancements.
• Design scalable operating models and governance practices that reduce variability and boost service consistency.
• Leverage analytics, performance trends, and market intelligence to identify optimization opportunities.
• Act as senior escalation point and strategic advisor for clients during complex challenges and governance discussions.

Required profile

• Proven senior leadership experience in managed‑service or service‑delivery environments.
• Strong track record of building and scaling operational excellence programs.
• Excellent stakeholder management skills, including executive client engagement.
• Ability to translate analytical insights into actionable improvement plans.

Required skills