Director, Service Delivery
Brightstar Corp.
London, England United States


Job Description
In this role, you will lead the program management and launch of Device Protection services to its clients. You will coordinate all efforts of the Delivery teams on a global basis to ensure that services are delivered within agreed-upon scope, schedule and budget and ensure client satisfaction on engagement startup. Leveraging your strong leadership skills, you will deliver industry-leading integrated services in the most efficient manner, providing the greatest overall value and ensuring a high degree of client satisfaction.

Key Responsibilities:

Lead deployment efforts and resources to meet Brightstar Device Protection established and client expected service enablement schedules
Institute and maintains Standard Operating Procedures (SOPs) for the deployment of services
Oversee the training/skill development of all team members ensuring they are educated on the most updated versions of operating and launch procedures
Prepare reports, analyze data, and makes recommendations to leadership team for improving time to client value, time to deploy, resource utilization, deployment cost, etc.
Lead the implementation of projects that improve efficiency and/or reduce operating costs
Function as the "voice of the customer" internally and ensure client advocacy remains paramount
Partner with Regional and Device Protection Leaders to drive margin improvement and process efficiencies
Coordinate cross-functional groups across multiple countries to ensure a total solution is brought to a customer. Includes: Sales, Account Management, Marketing, Product Management, IT, Logistics, Call Center, QA, Training, Accounting, Legal, Compliance, Payment Processing, and Business Analytics.
Identify high risk areas for specific clients and adjust launch plans accordingly
Gain a deep understanding of the entire solution suite (application, supplier ecosystem, systems integration, data conversion, etc.) and the client process/functions supported by the program
Lead the execution of the launch plan and transition it to Operations after a red hat period
Provides subject matter expertise in areas including program management, project management, project scope definition, risk identification, project methodology, resource allocation, facilitation, and other project management areas

Requirements/Skills
7+ years related experience, including large service provider experience
Familiarity with the Wireless, Telecommunications / Electronics industry highly desired
Bachelor's degree in business, engineering, or technology field or equivalent work experience
MBA degree highly desired
Ability to bring thought leadership regarding optimal service delivery strategy
People leadership and management skills, including direct experience leading, managing and mentoring teams of project and program managers
Ability to work in fast paced environment
Willingness and ability to travel globally up to 80% of the time

PREFERRED QUALIFICATIONS

Strong executive presence with the capability to comfortably interact with executives, both internally and externally
Capable of gaining support for initiatives through influence and use of business rationale
Strong leadership, influencing and negotiation skills
Demonstrated ability to lead complex efforts by applying client management expertise
Proven ability to make and implement tough decisions
Demonstrated ability to balance customer service and satisfaction with sound business judgment
Demonstrated ability to function as a proactive change agent who is passionate about quality and customer loyalty
Outstanding oral and written communication and executive presentation skills.
Direct management of cross functional, sourced, or matrixed teams
Ability to facilitate client meeting/workshops and create client facing deliverables
Advanced skills to perform complex work for a functional area and general knowledge of other areas; independent thinking; effectively apply principles, theories, concepts and technologies.
Microsoft Office Suite, including Access, Visio, Project, SharePoint; Microsoft Access, SQL, & Reporting Software knowledge

Are you a Brightstar?
At Brightstar, we handle every stage of a mobile device's lifecycle for our customers-from the moment it's manufactured to trade in and re-sale, and everything in between.

This industry moves fast. But so do we. What's innovative today might become outdated tomorrow, so we have to be able to see the big picture and sweat the small details. Doing that successfully takes trust, teamwork and a knack for making the complicated simple.

We're looking for creative, quick and relentless talent to join the team. Are you one of us?

Click here to apply for this position.

Job code: 9108BR
61439597