Service Delivery Center Site Leader

TL;DR

Service Delivery Center Site Leader: Managing and optimizing a strategically located delivery center to ensure operational excellence, scalability, and delivery performance with an accent on P&L ownership, margin optimisation, and customer satisfaction. Focus on leading high-performing multicultural teams, driving revenue growth, and aligning capacity with demand.

Location: Escazú, Costa Rica

Company

hirify.global and Crayon form a global, AI-powered software and cloud solutions provider focused on empowering talent and shaping the future of technology.

What you will do

• Lead delivery center operations to achieve SLAs, CSAT/NSAT, and commercial objectives.
• Own site-level performance, including P&L, utilisation, and delivery margins.
• Build, develop, and retain a high-performing and engaged delivery workforce.
• Partner with leaders to align capacity with demand and drive continuous improvement.
• Act as the senior escalation point for delivery challenges to ensure high-quality customer experience.

Requirements

• Proven experience leading large-scale delivery operations or shared delivery centers in professional or managed services environments.
• Strong financial acumen, including P&L ownership and margin optimisation.
• Demonstrated ability to lead, coach, and inspire geographically distributed, multicultural teams.
• Experience working within global frameworks and matrixed organisations with strong stakeholder management.
• Solid understanding of remote delivery models, service operations, and technology-driven service environments.

Culture & Benefits

• Comprehensive health and well-being programs.
• Continuous learning and career development opportunities.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Engagement in global projects.