Director of Service Delivery

About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world's underserved businesses to a rising global economy. We're a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

Location: Petach Tikva, IL

Hybrid

Full-time

Role Summary-
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 You'll Do-

• Vendor Strategy
• Develop and execute the Ops's 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
• Performance & Operational Oversight
• Monitor vendor performance through SLAs, KPIs, and QBR's
• 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
• 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
• 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.
• 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.

Who You Are -

• 5+ years of experience in vendor management in the call center industry or similar operations
• 3+ years in a leadership role managing multi-vendor environments, preferably in a global setting
• Call center management experience – a must
• Strong experience in contract management, negotiations, and vendor performance management
• Demonstrated ability to manage complex commercial relationships and drive measurable outcomes
• Excellent communication, leadership, and cross-functional collaboration skills
• Experience with BPO, customer service, IT, or global operations vendors is a plus.
• Excellent analytical skills
• High level of spoken and written English

What Could Set You Apart-

• Independent
• Fast Learner
• High Attention to details
• Creative and proactive
• Analytical thinker
• Team player
• Familiar with advanced methodologies and tools

The Payoneer Ways of Working
Act as our customer's partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build Each Other Up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.