Service Delivery Director

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field
• 10+ years of leadership experience in Managed Services, Professional Services, or Project Services, with a focus on service delivery management and strategy.
• Demonstrated success in developing and executing service strategies and driving operational improvements.
• Certification in ITIL, PMP, or similar frameworks.
• Ability to manage multiple priorities and work under pressure.
• Strong problem-solving and decision-making abilities
• Excellent leadership, communication, and interpersonal skills.
• Strong financial acumen to manage large budget
• Proven track record of driving process improvements and innovation

• Leadership and Management:
  • Lead, mentor, and manage our teams which is at the core of our focus.
  • Working in the leadership team to help shape, drive and build the future of the business.
  • Grow, enhance and support our customer outcomes and team of service delivery managers and technical support staff.
  • Foster a culture of excellence, collaboration, and continuous improvement within the team.
• Service Delivery:
  • Oversee the end-to-end delivery of technical services to clients, ensuring adherence to SLAs and quality standards.
  • Oversee the quality and delivery of all of project and professional services deliveries to our clients.
  • Develop and implement service delivery strategies that align with company goals and client needs.
  • Monitor and report on service delivery performance, identifying areas for improvement.
• Client Relationship Management:
  • Build and maintain strong relationships with key clients, acting as the primary point of contact for service delivery issues.
  • Ensure client satisfaction by addressing concerns promptly and effectively.
• Process Improvement:
  • Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
  • Stay updated on industry trends and best practices to drive innovation in service delivery.
• Financial Management:
  • Manage the service delivery budget, ensuring cost-effective delivery of services.
  • Manage the overhead, hiring and operational costs associated with the Service delivery.
  • Monitor financial performance and implement corrective actions as needed.
• People:
  • A strong leader and mentor to our people and the people in your care and motivating the team to achieve their best, fostering a positive and collaborative work environment
  • Overseeing the daily activities of the service team, ensuring they are well-coordinated and productive and working as one team
  • Providing the vision, ongoing training and development opportunities to enhance the skills and performance of service staff.
  • Leading the performance of service staff, providing feedback directly and via your direct reports, and implementing improvement plans as needed to support the improvement of the business.
  • Workforce planning and strategy to ensure the business is staffed with qualified and capable individuals and we are nurturing and developing our talent.
• Compliance and Risk Management:
  • Ensure compliance with relevant regulations, standards, and company policies.
  • Identify and mitigate risks associated with service delivery
  • Strong understanding of IT service management (ITSM) frameworks and methodologies.
  • Proven experience in a service delivery leadership role within a technical or IT services company.
  • Experience with cloud services, cybersecurity, and other emerging technologies.