VP, Service Delivery

Overview

 

 

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

 

Responsibilities

This is an exciting opportunity to join Altour as an experienced and effective leader to promote positive growth with our service delivery team!  The VP, Service Delivery will lead the  Service Delivery operations team with a proven track record of driving process improvement and contact center support models in a Travel Management Company environment. This role enables ALTOUR to increase the operational efficiency and overall effectiveness of our Service Delivery operations.

 

• Client facing support –
  • Optimize the client experience
  • Develop service strategies to match client need
  • Issue resolution including service recovery planning  
• Understanding of the BPO environment and ability to manage vendor relationships
  • Contract and SLA management
  • Strategic planning
• Work Force Management –
  • Strong understanding of telephony systems
  • Understanding of Work Force Management practices
• Sales Support –
  • Help identify service delivery configuration for prospective clients
  • Support sales team in sales presentations
• Products –
  • Ability to evaluate emerging technologies for applicability to service delivery teams or client end users
• Project Management – Ability to create strategic and detailed project plans as needed
• Collaboration – Strong collaboration skills to work across all aspects of the business
• Develop supportive working relationships with other departments, Executives and support team leaders to ensure a seamless continuum of service.
• Be consultative, execute and deliver all critical customer strategies and model our core values in maintaining a positive working relationship with client customer base.
• Develop and maintain strong relationships with internal and external stakeholders, including partners, and industry leaders.
• Identifies training needs, initiates development of subordinates, recommends effective personnel actions such as organizational development, coaching and compensation.

Qualifications

• A minimum of 10 years of leadership experience in a Travel Management Company capacity
• 5+ years’ experience in process improvement and contact center management
• Strong working knowledge of ACD Technology and Workforce Management Systems
• Strong knowledge of GDS systems, travel agency booking tools, mid-office systems and back office accounting solutions
• Knowledgeable and experienced with financial reports, modeling exercises, workforce optimization and forecasting benefits of new investments in incremental resources or technology
• Demonstrated strategic planning, analytical and problem solving skills utilizing creativity and innovation
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Ability to interact across all levels of the organization with excellent interpersonal, negotiation and conflict resolution skills
• Proven leadership skills including managing through change
• Passion and proven track record for meeting and exceeding budget requirements and objectives, team building and cross functional management cooperation

 

PAY AND BENEFITS

 

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Disco