Service Delivery Director

Job Description

Job Description

Job Title: Service Delivery Director

Reports To: The Service Delivery Director will report to the Managing Vice President, or equivalent leadership.

Job Overview:

The Service Delivery Director is responsible for leading client relationship management and service delivery for document and mail processing operations. This role serves as the primary liaison between clients and internal operational teams, ensuring service level commitments, quality standards, compliance requirements, and client expectations are consistently achieved.

In addition to client management responsibilities, the Director will provide operational oversight and leadership support across document processing, mailroom operations, workflow management, process improvement initiatives, and issue resolution activities. The role requires strong communication, operational leadership, banking/financial services knowledge, and the ability to manage high-volume, deadline-driven environments.

Duties and Responsibilities:

Client Relationship Management

• Serve as the primary point of contact for assigned document processing client.
• Build and maintain strong client relationships through proactive communication, service reviews, and operational transparency.
• Lead client meetings, business reviews, operational discussions, and escalation management.
• Ensure all client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations are met or exceeded.
• Coordinate implementation of new client services, operational changes, and process enhancements.
• Partner with clients to identify operational efficiencies and continuous improvement opportunities.
• Provide timely and professional communication regarding incidents, remediation plans, and operational updates.

Operational Leadership

• Support daily document processing operations, including workflow balancing, staffing coordination, and production oversight.
• Partner with operations leadership to ensure productivity, accuracy, quality, and compliance standards are maintained.
• Assist in managing operational risk, controls, audit readiness, and regulatory compliance requirements.
• Monitor operational performance metrics and develop action plans to address performance gaps.
• Lead or support root cause analysis and corrective action plans for operational issues and client-impacting events.
• Drive continuous improvement initiatives focused on efficiency, automation, quality, and client experience.
• Collaborate with technology, compliance, quality assurance, and production support teams to resolve operational issues.

Leadership & Team Development

• Provide leadership, coaching, and support to client services and operational staff.
• Foster a culture of accountability, customer service, operational excellence, and continuous improvement.
• Support employee development, performance management, and succession planning initiatives.
• Participate in hiring, onboarding, and training activities as needed.

Reporting & Governance

• Prepare and present operational and client performance reporting to senior leadership and clients.
• Maintain documentation related to client procedures, controls, escalation protocols, and operational processes.
• Ensure adherence to company policies, security standards, and regulatory requirements.

Competencies :

• Client Relationship Management
• Operational Leadership
• Risk & Controls Management
• Process Improvement
• Communication & Executive Presence
• Problem Solving & Escalation Management
• Team Leadership & Collaboration
• Performance Management
• Strategic Thinking
• Service Delivery Excellence

Qualifications and Education Requirements:

• Bachelor's degree in Business, Operations Management, Finance, or related field preferred.
• 7+ years of experience in document processing, remittance processing, mail operations, banking operations, or financial services.
• 3+ years of leadership or management experience in client services and/or operations.
• Strong knowledge of document operations, payment processing workflows, operational controls, and service delivery management.
• Experience managing client relationships in a high-volume operational environment.
• Excellent communication, presentation, and problem-solving skills.
• Strong analytical and organizational abilities with attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Proficiency in Microsoft Office applications, operational reporting tools, and workflow systems.

Preferred Experience

• Experience within banking, financial services, or outsourced business processing environments.
• Knowledge of regulatory and compliance standards related to payment processing and client data security.
• Lean, Six Sigma, or process improvement experience preferred.
• Experience supporting geographically dispersed operational teams.

Physical Demands:

• Ability to remain in a stationary position (sitting or standing) for extended periods while working at a computer and participating in meetings.
• Frequent use of hands and fingers to operate a keyboard, mouse, telephone, and other office equipment.
• Ability to communicate effectively in person, by telephone, and through virtual meeting platforms.
• Ability to read and interpret information displayed on computer screens and in printed documents.
• Ability to move about office and operational work areas to attend meetings, conduct walkthroughs, and interact with employees and clients.
• Occasionally required to bend, reach, stoop, or position oneself to inspect equipment, workflows, or operational processes.
• Ability to occasionally lift and carry files, laptops, and other materials weighing up to 20 pounds.
• Ability to travel between company locations and client sites as needed.

Travel: Some travel is required for this position. Approximately up to 25%.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.