Senior Director, BPO Client Delivery Lead - Hybrid
Top Benefits
About the role
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.
A Career at NTT DATA Means:
- Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
- Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
- Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
- Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Position Overview: As the Senior Director, Client Delivery, you will provide strategic and operational leadership for client-facing delivery teams, ensuring exceptional service, operational excellence, and continuous improvement across all client engagements. You will collaborate with executive leadership to align delivery operations with organizational objectives, drive innovation, and foster a high-performance culture. This role is accountable for the overall success of client programs, operational efficiency, and the achievement of business growth and profitability targets.
Position: Senior Director, Client Delivery
Position Type: Hybrid (Mississauga Head Office + Client Offices as needed within the GTA)
Salary: $150,000-175,000 CAD/Annual + 25% Annual Bonus Eligibility (Based on company performance)
Responsibilities:
- Develop and implement operational strategies that support business growth, profitability, and client satisfaction.
- Collaborate with executive leadership to ensure delivery operations are aligned with company vision and objectives.
- Lead organizational transformation and support change management initiatives to drive continuous improvement.
- Identify and implement process improvements, automation opportunities, and cost-saving initiatives.
- Ensure compliance with regulatory requirements and internal policies; proactively mitigate operational risks.
- Lead, mentor, and develop a high-performing delivery and operations team, including direct management reports and cross-functional partners.
- Ensure effective resource management to meet service level objectives and business goals.
- Establish KPIs and operational benchmarks to monitor and report on performance, operational health, and client satisfaction.
Requirements:
- 8+ years of progressive leadership experience in client delivery, operations, or a related field within a contact center/BPO required.
- Relevant post-secondary education (e.g., Business Administration)
- Ability to lead and influence cross functional teams across multiple geographies.
- Proven track record in strategic planning, operational management, and client relationship leadership.
- Ability to network and develop close working relationships both within client organizations and internally across the company.
- Strong organizational, analytical, and problem-solving skills.
- Demonstrated ability to lead teams through change and drive results in a dynamic environment.
- Excellent communication, interpersonal, and stakeholder management skills.
- Financial acumen with experience managing budgets and achieving cost and quality objectives.
- Bilingual (French/English) is considered an asset.
Inclusion. Belonging .
Unleashing the power of being unique.
We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
At NTT DATA what you do matters. Because here YOU can.
NBIND
About Millennium 1 Solutions
Millennium1 Solutions is now NTT Business Process Outsourcing. Please visit our new company page https://www.linkedin.com/company/ntt-bpo
NTT Business Process Outsourcing is a purpose built and performance driven Customer Experience Management organization, delivering end-to-end solutions that support the complete customer journey and lifecycle. We’re here to enable the connected future. Through the work we do with our clients and in our communities, we find ways that technology can make a positive impact.
Through an early engagement and outside-in, outcomes-based approach we help our clients design and deploy the right technology environment, to unlock and enable organizational CX strategy execution. Our Managed Service offering, which includes fully outsourced Contact Center operations, as well as targeted support services such as Managed Quality Assurance, Workforce Management, and Managed Analytics, allows our clients to optimize CX delivery outcomes while protecting revenue and improving profitability.
As relentless innovators, we also leverage our dedicated Business Insights and Analytics practice – SmartCX – to understand customer behaviours and preferences, allowing us to continually optimize and improve CX delivery, increase operational efficiency, and improve customer retention and loyalty.
Our head office is located in Toronto, Ontario, Canada, with additional offices in Ottawa, Orangeville, Sudbury, Bridgewater, Yarmouth, Edmundston, and Montreal. We also have an offshore captive facility in Manila.
Senior Director, BPO Client Delivery Lead - Hybrid
Top Benefits
About the role
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.
A Career at NTT DATA Means:
- Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
- Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
- Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
- Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Position Overview: As the Senior Director, Client Delivery, you will provide strategic and operational leadership for client-facing delivery teams, ensuring exceptional service, operational excellence, and continuous improvement across all client engagements. You will collaborate with executive leadership to align delivery operations with organizational objectives, drive innovation, and foster a high-performance culture. This role is accountable for the overall success of client programs, operational efficiency, and the achievement of business growth and profitability targets.
Position: Senior Director, Client Delivery
Position Type: Hybrid (Mississauga Head Office + Client Offices as needed within the GTA)
Salary: $150,000-175,000 CAD/Annual + 25% Annual Bonus Eligibility (Based on company performance)
Responsibilities:
- Develop and implement operational strategies that support business growth, profitability, and client satisfaction.
- Collaborate with executive leadership to ensure delivery operations are aligned with company vision and objectives.
- Lead organizational transformation and support change management initiatives to drive continuous improvement.
- Identify and implement process improvements, automation opportunities, and cost-saving initiatives.
- Ensure compliance with regulatory requirements and internal policies; proactively mitigate operational risks.
- Lead, mentor, and develop a high-performing delivery and operations team, including direct management reports and cross-functional partners.
- Ensure effective resource management to meet service level objectives and business goals.
- Establish KPIs and operational benchmarks to monitor and report on performance, operational health, and client satisfaction.
Requirements:
- 8+ years of progressive leadership experience in client delivery, operations, or a related field within a contact center/BPO required.
- Relevant post-secondary education (e.g., Business Administration)
- Ability to lead and influence cross functional teams across multiple geographies.
- Proven track record in strategic planning, operational management, and client relationship leadership.
- Ability to network and develop close working relationships both within client organizations and internally across the company.
- Strong organizational, analytical, and problem-solving skills.
- Demonstrated ability to lead teams through change and drive results in a dynamic environment.
- Excellent communication, interpersonal, and stakeholder management skills.
- Financial acumen with experience managing budgets and achieving cost and quality objectives.
- Bilingual (French/English) is considered an asset.
Inclusion. Belonging .
Unleashing the power of being unique.
We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
At NTT DATA what you do matters. Because here YOU can.
NBIND
About Millennium 1 Solutions
Millennium1 Solutions is now NTT Business Process Outsourcing. Please visit our new company page https://www.linkedin.com/company/ntt-bpo
NTT Business Process Outsourcing is a purpose built and performance driven Customer Experience Management organization, delivering end-to-end solutions that support the complete customer journey and lifecycle. We’re here to enable the connected future. Through the work we do with our clients and in our communities, we find ways that technology can make a positive impact.
Through an early engagement and outside-in, outcomes-based approach we help our clients design and deploy the right technology environment, to unlock and enable organizational CX strategy execution. Our Managed Service offering, which includes fully outsourced Contact Center operations, as well as targeted support services such as Managed Quality Assurance, Workforce Management, and Managed Analytics, allows our clients to optimize CX delivery outcomes while protecting revenue and improving profitability.
As relentless innovators, we also leverage our dedicated Business Insights and Analytics practice – SmartCX – to understand customer behaviours and preferences, allowing us to continually optimize and improve CX delivery, increase operational efficiency, and improve customer retention and loyalty.
Our head office is located in Toronto, Ontario, Canada, with additional offices in Ottawa, Orangeville, Sudbury, Bridgewater, Yarmouth, Edmundston, and Montreal. We also have an offshore captive facility in Manila.