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We are looking for a Director of Service delivery and vendor management to join our innovative Center of Excellence in the operations department.
The Director of Service delivery & VM will be responsible for leading the strategy, governance, and performance management of the call center OS vendors across Ops.
This role ensures vendors meet operational, financial, and compliance expectations, while fostering strong partnerships that support business growth and operational excellence.
What youll do-
Vendor Strategy (Call Centers Global Vendors)
Develop and execute the Opss vendor management strategy aligned with the business objectives
Define governance models, KPIs, and performance frameworks for all outsourced partners
Lead vendor selection, RFPs, onboarding, and contract negotiations
1.Performance & Operational Oversight
Monitor vendor performance through SLAs, KPIs, and QBRs
Identify and resolve service delivery gaps or escalations, drive continuous improvement initiatives
Ensure alignment between vendor operations and internal teams to maintain seamless service delivery
2. Financial & Commercial Management
Own the vendor budget, cost tracking, and cost optimization initiatives
Lead commercial negotiations including pricing, renewals, and contractual terms
Conduct regular spend analyses to ensure vendor value and ROI
3. Risk, Compliance & Quality
Ensure all vendor relationships adhere to internal policies, legal standards, and regulatory requirements.
Assess vendor risk and develop mitigation strategies.
Collaborate with legal, procurement, compliance, and security teams as needed.
4. Leadership & Collaboration
Manage a team (if applicable) responsible for day-to-day vendor operations.
Act as the main point of contact for executive-level vendor relationships.
Partner with internal stakeholders (Ops, Finance, IT, Legal, Procurement, etc.) to ensure business alignment.

As a Professional Services Subject Matter Expert, part of the SMEs team in our Tel Aviv office, youll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across our company globally. You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training - including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material - new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.