Professional Services Networking Delivery Leader

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The Director, Service Delivery is a leadership role, responsible for supporting and providing guidance to a team of regional / country of Service Delivery Managers or Specialists.

This role sets the strategy and direction for the regional/country team and also ensures their team has the necessary tools and resources to successfully fulfil their roles on a day-to-day basis.

Depending on regional requirements, this role may also work directly with the client fulfilling the role and responsibilities of a Service Delivery Specialist. In such circumstances, this role is a chargeable service in the Uptime Proactive Support Service (PSS) option.

This is a people leadership role responsible for managing, coaching and mentoring Service Delivery Specialists, ensuring achievement of team KPIs.

Key responsibilities:

• Builds and maintains strong, long-term relationships with key strategic clients, understanding their business needs, expectations, and strategic objectives to ensure the delivery of contracted services.
• Provides strategic leadership and direction to service delivery management teams.
• Ensures consistency in service delivery quality, standards, and performance within client and monitors and maintain service level agreements (SLAs).
• Maintains a high level of client satisfaction by consistently meeting or exceeding client expectations.
• Actively addresses client concerns and ensure prompt issue resolution.
• Develops and executes a service delivery strategy aligned with organization's overall business objectives.
• Contributes to defining service levels, standards, and performance metrics across strategic client accounts.
• Continuously optimizes service delivery processes and workflows to enhance operational efficiency and identified opportunities for automation and process improvement.
• Effectively manages resource allocation, including staffing, technology, and infrastructure, to meet client demands and service level commitments.
• Establishes and monitors key performance indicators (KPIs) to assess the effectiveness and efficiency of service delivery operations.
• Implements performance improvement initiatives as needed.
• Fosters a culture of continuous improvement within the service delivery management team(s), encouraging innovation and the adoption of best practices.
• Identifies, assesses, and mitigates risks related to service delivery, including security, compliance, and operational risks, while ensuring data privacy and protection.
• Collaborates with cross functional teams to identify opportunities for upselling and expanding services to existing strategic clients.
• Ensures that service delivery operations adhere to industry standards, regulatory requirements, and best practices in IT service management (ITSM).

To thrive in this role, you need to have:

• Strategic mindset with the ability to coach and lead a service delivery team.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Significant ability in business impact analysis and identifying & driving continuous process improvement.
• Excellent data analysis and presentation skills.
• Excellent written and verbal communication skills.
• Excellent at solving problems and can use initiative to drive innovation.
• Ability to work well in a pressurized environment
• Excellent client service orientation.
• Assertive in approach and displays excellent persuasion and influence abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Works on issues where analysis of situations or data requires conceptual thinking and a significant knowledge of organizational objectives.
• Ability to interact with senior management, executives, and/or major clients which frequently involves negotiating matters of significance.
• Ability to reconciles multiple stakeholder views to drive business results.

Academic qualifications and certifications:

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Required experience:

• Significan