VP, Service Delivery

Internova Travel Group

VP of Service Delivery for ALTOUR, leading service delivery operations to enhance efficiency. Focused on optimizing client experience and managing cross-functional teams in travel management.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesLead💰 $113,899 - $199,324 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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
discounted pet insurance and auto, home, & renters insurance

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Applicant Tracking System Keywords

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Hard Skills & Tools

process improvementcontact center managementACD technologyworkforce management systemsGDS systemstravel agency booking toolsmid-office systemsback office accounting solutionsfinancial reportsstrategic planning

Soft Skills

leadershipinterpersonal skillsnegotiationconflict resolutionanalytical skillsproblem solvingteam buildingcollaborationcreativityvision