Director, Service Delivery & Excellence, B2B

About This Opportunity

We are representing a confidential travel-tech organization seeking a Director, Service Delivery & Excellence, B2B based in London or Lisbon, Portugal. Our client operates at the intersection of marketplace platforms and SaaS solutions, connecting experience providers and suppliers with global travelers through sophisticated two-sided digital ecosystems.

This is a transformational leadership role combining front-line service delivery and operational excellence into a single mandate. You will modernize B2B support operations—leveraging AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.

Responsibilities

• Strategy and Planning: Develop and execute the B2B support organization strategy aligned with company objectives and key results
• End-to-End B2B Support Operations: Own front-line operational delivery across supplier onboarding, product creation/setup, compliance, verification, ongoing support, sign-up assistance, early customer success, and SaaS technical support
• BPO Strategy & Vendor Governance: Lead end-to-end BPO commercial relationships across partner sites in North Africa and Asia—managing RFPs, contract negotiations, SOWs, workforce capacity planning, and vendor performance management
• AI & Operational Transformation: Identify, design, and implement AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations to scale support efficiently
• Compliance, Verification & Quality Control: Enforce strict onboarding workflows including business verification, liability insurance, and legal compliance; audit supplier quality metrics to protect platform integrity
• Process Excellence & Systems Ownership: Apply continuous improvement frameworks (Lean Six Sigma) to eliminate friction; own the support technology stack with Salesforce at the core
• Commercial Contribution & Budgeting: Manage operational headcount, vendor spend, and tooling budgets; expand proactive quality initiatives and revenue-generating support activities
• Cross-Functional Collaboration: Partner effectively with stakeholders across supply, product, and commercial organizations

What We're Looking For

Essential Qualifications:

• 8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers
• Scale & BPO Management: Proven success leading multi-site operations (100+ FTE) with hands-on BPO vendor management including RFPs, contract negotiations, quality assurance, and governance
• AI & Automation Track Record: Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact
• Salesforce & Technology Systems: Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems
• Compliance & Workforce Planning: Experience operating in regulated environments with compliance/vetting frameworks; expertise in workforce forecasting and capacity planning across hybrid teams
• Budget Stewardship & Travel: Full operational budget ownership (staffing, vendor spend, tooling); willing to travel internationally approximately 30% of the time (site visits to North Africa and Asia)
• Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work
• Proven ability to operate effectively with a global-first mindset

Preferred Qualifications:

• Travel, hospitality, or SaaS/marketplace industry experience
• COPC certification
• Lean Six Sigma Green/Black Belt

Leadership Attributes:

• Customer-first mindset recognizing that supplier operational health directly shapes end-user experience
• High-velocity execution capability with focus on rapid iteration and learning from failure
• Radical accountability and empowered ownership approach
• High emotional intelligence, low ego, and empathetic change leadership style

How We Work With You

When you apply through Get A Job.ai, our experienced talent team will review your profile and conduct an initial screening to understand your background, motivations, and fit for this role. If we believe you're a strong match, we will submit your candidacy to our client for their consideration. Throughout the process, we act as your advocate and guide.

Important: Please do not attempt to contact the client directly. All communication and coordination will be managed through Get A Job.ai to ensure a professional and organized recruitment process.

Pay

Compensation details will be discussed during the screening process and are competitive with market standards for this senior leadership role. Our client offers comprehensive benefits including performance bonuses, flexible working arrangements, professional development support, and additional lifestyle benefits.

Equal Opportunity: Get A Job.ai is committed to inclusive recruitment practices. We welcome applications from candidates of all backgrounds and will work with you to accommodate any needs during the application and interview process.