Overview:
Tek Experts is looking for an experienced and proven Global Client Delivery Leader who will be responsible for the overall client relationship as well as the end-to-end delivery across multiple lines of business. The GCDL is accountable for leading and inspiring a global team of over 1000 Technical Support Engineers who consistently deliver industry-leading customer experiences and develop strong relationships with the client, resulting in consistent growth. The role will report directly to the CEO and can be located at any Tek Experts location globally (remote is also an alternative in the right circumstance).
**Driving exceptional outcomes with purpose-built solutions.**
Tek Experts is a Technical Support and Services company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
**Responsibilities**:
- Take ownership and accountability for our relationship with one of our key clients globally.
- Lead critical client negotiations for existing and growth service contracts and costs.
- Drive improvements in KPIs through innovation and effective operations, using your operational delivery teams globally to meet and exceed customer expectations.
- Mentor and develop your team and direct them in finding creative solutions to both client and internal challenges, fostering knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
- Contribute to the client's business growth by identifying new opportunities and additional ways that Tek-Experts can support their objectives.
- Enable delivery teams and Global Business Line Leaders to drive process improvements to ensure and increase client satisfaction and lead generation.
- Lead global business reviews with the client to showcase Tek Experts performance, develop long-term relationships and bring additional service or product lines.
- Provide leadership to ensure that client requests are executed within assigned service timelines.
- Manage action planning and implementation of outcomes by ensuring effective reporting is in place.
Qualifications:
- Bachelor or Master's degree or equivalent in Business, Marketing, Finance or related fields, financial qualifications preferred.
- 10+ years of leadership leading global organizations of 500+ employees in addition to at least 5+ years in Enterprise Technology Services and Support in BPO Industry or Managing outsourced suppliers.
- Strong background in managing the delivery of commercial Enterprise IT software support.
- Experience in growing, managing, and inspiring teams; strong leadership and organizational skills must be complemented by relationship building management style.
- A strong EQ and a passion for growing employee engagement across the organization.
- Should be a result-driven, solutions-focused decision maker who uses strategic and critical thinking alongside analytical approaches to drive exceptional client relationships.
- Highly-motivated self-starter with a creative, growth mindset alongside communication, collaboration, and negotiation skills, especially with senior clients.
- Professional fluency in English is essential, both written and spoken.
**Empowering Leadership and Innovation**
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:
- ** Inspire**: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect.
- ** Build**: Our leaders own business growth, drive innovation, and continuously strive for excellence.
- ** Deliver**: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.