Role Overview Fexco Managed & Advisory Services are currently seeking a Service Delivery / Client Director to join the team on a full-time, fixed term contract. This role will be based at the Fexco offices in Killorglin, Co. Kerry, operating on a hybrid (Ireland) basis, with regular on-site engagement in Killorglin, Dublin, and at client locations. Role Purpose The SDD / CD Director is the senior owner of the strategic partnership between Fexco and the Managed Services Client(s) for which the successful candidate would be assigned responsibility for. This role is accountable for client relationship leadership, commercial outcomes, service performance, people culture, and transformation delivery across the assigned operations/clients. Key Responsibilities Client Leadership & Strategic Partnership Act as the primary senior point of contact for all Client relationship matters. Build and maintain strong, trusted relationships with Client senior leadership and associated stakeholders. Shape and agree the joint strategic roadmap, ensuring alignment to our Clients long term goals and priorities. Lead strategic communication, executive escalations, and reputation management. Chair all senior governance forums, including Steering Committees, QBRs, and monthly performance reviews. Commercial & Contractual Ownership Own the P&L for assigned operations/clients, ensuring delivery to commercial model, targets, and cost to serve commitments. Oversee forecasting, budgeting, invoicing, and financial risk management. Lead any commercial negotiations including renewals, extensions, change controls, and scope adjustments. Ensure transparent financial governance and evidence based cost decisions. Operational Excellence & Service Performance Leading a team of operational professionals to: Ensure day to day delivery meets contractual SLAs, OLAs, quality standards, and customer experience metrics. Drive performance recovery plans when required. Drive Quality Management focus that ensures compliance, consistency, and continuous improvement. Ensure operational readiness for change initiatives, external influencing factors, and seasonal spikes. Governance, Risk & Compliance Ensure full compliance with relevant legislation, regulations, Data Protection, and public sector governance practices (where applicable). Lead risk management, issue escalation, and resolution across all relevant workstreams. Ensure audit readiness and transparent documentation across the operation. Knowledge Management & Continuous Improvement Accountable for the team tasked with establishing and maintaining a sustainable operational knowledge management framework, including process libraries, decision trees, and service guides. Accountable for the team ensuring operational knowledge is accurate, accessible, and continuously updated. Sponsor Lean, CI, automation, and AI driven optimisation opportunities across the operation/client. Drive proactive insights and recommendations that strengthen client outcomes. People & Culture Leadership Provide leadership to the next level of Operations Managers, and specialist teams (WFM, Quality, Training, CI, Technology). Create a high trust, high accountability culture rooted in Fexcos People Principles. Support succession planning, leadership development, and capability building across the operation. Ensure employee engagement and retention remain strong throughout periods of change. Experience & Capability Requirements Essential Experience Senior leadership experience in BPO, Managed Services, or Public Sector Operations, managing complex, multi stakeholder environments. Proven track record of: Leading large scale operations (100+ FTE) Delivering contractual performance and high quality service outcomes Managing distressed or transforming contracts Steering multi year, multi stakeholder transformation programmes Strong commercial acumen with ownership of €2m+ revenue portfolios. Experience partnering with senior regulatory, statutory or governmental stakeholders. Demonstrated ability to lead governance forums, drive decision making, and manage escalations with confidence and credibility. Desirable Experience Knowledge of the Irish regulatory, or public sector landscape. Experience with service delivery technologies such as: Genesys Cloud CX ServiceNow CRM/Digital platforms (e.g., Dynamics) Background in change management, programme governance, or legislative implementation. Core Competencies Strategic Leadership & Judgement Client Relationship & Stakeholder Influence Commercial & Financial Acumen Operational & Delivery Excellence Communication, Storytelling & Executive Presence Change Leadership & Adaptability People Leadership & Talent Development Problem Solving & Decision Making Success Measures Strong senior stakeholder sentiment and relationship health. Consistent SLA delivery and quality performance. EBIT and commercial targets achieved or exceeded. Continuous improvement in team throughput and improved customer experience. Adoption of knowledge management standards. High engagement and stability across leadership teams. Transparent governance and timely resolution of risks/issues. Working Relationships Internal: Managing Director, Operations Leadership, PMO, WFM, Quality, Training, Advisory Services, Technology, Legal & Compliance, Finance, Communications. External: Client Senior Leadership & Relevant Stakeholders External Technology Partners Other vendor and third-party partners as required Benefits: Performance Bonus Group Life Assurance