Director, Service Delivery Job Description
Director, Service Delivery Duties & Responsibilities
To write an effective director, service delivery job description, begin by listing detailed duties, responsibilities and expectations. We have included director, service delivery job description templates that you can modify and use.
Sample responsibilities for this position include:
Director, Service Delivery Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Director, Service Delivery
List any licenses or certifications required by the position: ITIL, PMP, PMI, ACP, V3, HDI, COBIT, CPA, SPHR, PHR
Education for Director, Service Delivery
Typically a job would require a certain level of education.
Employers hiring for the director, service delivery job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Business, Education, Engineering, Management, Information Systems, MBA, Information Technology, Business/Administration, Technical
Skills for Director, Service Delivery
Desired skills for director, service delivery include:
Desired experience for director, service delivery includes:
Director, Service Delivery Examples
Director, Service Delivery Job Description
- Provide overall leadership and set direction for managers and employees
- Ensure adequate resources to accomplish team mission and goals
- Identify and implement process & system enhancements to improve the employee & customer experience
- Establishes and develops staff through ongoing training programs including technical, process & procedural, interpersonal, and career development
- Routine, high-level KPI/SLA reporting to corporate senior management
- Annual budgetary and financial management, including forecasting and planning
- Mid-range strategic planning and cost operations management
- Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals
- Drive operations through 3rd party vendors
- Lead a team managing and partnering with the ES Delivery Domain leaders
- Experience working with the management implications of various forms of financial data including supplier invoicing, forecasting, and budgeting
- Solid technical background in infrastructure environment including Networking, Operating systems, Storage, System management suites, Virtualization, System Security, system deployment practices and other related skills
- Strong communication skills needed to interface with high-level customer representatives and senior leadership
- Good knowledge of system security as it relates to system based infrastructure and configuration
- Good knowledge of automotive monitoring and alerting practices
- Good knowledge of the practice of gather relevant information for troubleshooting and issue resolution
Director, Service Delivery Job Description
- Ability to work in ambiguous environment under pressure while meeting key deadlines
- Demonstrate a solid knowledge of the customers' business drivers, growth plans and long term strategy to identify expansion opportunities for the partnership
- Understand the Prepaid value proposition and Prepaid use cases specific to this client and to their clients
- Confidently navigate through conversations with technology / support teams and report key executive and client status updates related to platform changes and/or operational issues
- Provide key input and proactive contributions to the Client Business Executive in the ongoing development, execution and management of account plans aligned with the customer's strategy
- Track record of implementing best practice account management practices within strategically important customers (ideally within the payments industry but not required)
- Demonstrated experience of interpreting data analysis to identify new opportunities
- Experience of leading across complex matrix organizations
- Serve as the Global Process Owner responsible for adherence to Configuration Management Processes and Policies, developing and documenting relevant procedures for process and CMS tool operation
- Identify, control, record, report, audit and verify service assets and configuration items including versions, baselines, components, attributes and relationships
- Knowledge of ITIL and industry best practices for IT Service Delivery
- Minimum 10 years’ experience as an Employment Tax Practitioner for locations across Asia Pacific
- Can operate independently and partner effectively across disciplines and geographies
- Minimum of 10 years' experience in a customer support role in software, financial or information services
- Bachelor’s degree in technology or business-related field
- Identification and Implementation of continuous improvements to drive accuracy and utilization of CMDB, partnering with CI Domain Owners and Technical Application Owners (TAO) to ensure completeness and accuracy of CMDB attributes and relationships
Director, Service Delivery Job Description
- Monitor team performance to support a consistent implementation approach across West Division
- Identify and provide leadership to continuous service improvement initiatives
- Lead a team to meet business deliverables timely, and fosters a customer centric culture focused on supporting the needs of internal customers
- Solves complex business issues through process improvement or strategic planning
- Improves field force, engineering staff, and customer service effectiveness through work force management and process optimization
- Identifies complex business issues and recommends value added solutions
- Directs the Excellence in Operations (XOC's) strategic planning efforts
- Integrates business solutions with technology innovations
- Manages large-scale process improvement programs, including logistics planning, scheduling, communications, and change management
- Reviews industry trends in utility operations including advances in technology and the resulting impact on managing business
- Proven experience with operational management and delivery in FDA/SOX regulated environments is required
- Proven and relevant technology development program/project management experience is required
- ITIL certification and industry accepted process improvement methodology qualification and proficiency is preferred
- Strong understanding of Lean, Six Sigma and quality measures is required
- Experience in influencing at ALL levels in a global company and ability to communicate technical issues/challenges to non-technical groups in the business and IT is required
- Strong organizational skills are required including multi-tasking and working in a changing environment
Director, Service Delivery Job Description
- Develops a pipeline of technical expertise that will be required to meet long-term business goals
- Coordinates all services delivered to the customer, in compliance with the contract
- Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfil the demand
- Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction
- Works closely with (AE if applicable, ODM and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses
- Works closely with the ODM’s to track project status, issues and issue resolution
- Typically the scope of the services will be span multiple technology towers/services or multiple geographies, requiring coordination with multiple ODM’s or Delivery Team Leaders
- Accounts can span multiple practices, with little some cross line of business activity, Apps, Consulting, BPO coordination of service delivery, reporting, and escalation
- Vertical industry knowledge of the customer domain would be assumed or gained during term of contract
- Sales and Solution knowledge would be preferable as SDM may be asked to participate in customer orals sessions, solution development or governance review stage gates
- Eight yrs of integrated utility and regulatory business and/or IT systems experience
- Five yrs of experience in IT service delivery, direct business engagement, and multiple technology domains
- Eight yrs of system implementation related project management experiences with five yrs managing development projects and development staff pursuant to enterprise level system deployment
- Must have experience developing end-to-end solutions and services
- Experience managing multi-organizational teams with total headcount of 25 or more
- Experience managing outsourced services including contract and performance management
Director, Service Delivery Job Description
- Develop and prioritize IT end user service delivery roadmap in alignment with strategy
- Define service levels to meet business requirements
- Monitor, measure and report on services levels through the use of regular reports, KPI’s and dashboard
- Engineer system solutions making optimal use of limited resources to deliver systems to enterprise end users per technical requirements and system capabilities
- Responsible for People leadership and Organizational management, for a team of 15 professionals
- Partner with various GTS Service Owners to provide Voice Of Customer and align on service design, deployment and continuous service improvement strategy and plans for all End User Services and capabilities and own delivery of these services in the EMEA region
- Lead Global Service Owners in EMEA, that are owning a subset of the End-User services
- Manage Operational Vendor Relationships
- Relationship Management - Develops and sustains strong relationships with BU leadership, with minimal direction from sponsoring executives
- Strategy & Planning - Manages business component of IT planning across BU’s
- Strong negotiator with ability to interpret business/HR needs and translate them into effective contract terms and conditions
- Ability to work in a matrix environment and with third party providers in the delivery of services
- Ability to interface with senior management and internal/external HR constituents as a strategic business partner
- Results-oriented and has the ability to manage multiple/competing priorities
- Strong analytical skills in identifying overall trends and issues and has the ability to influence change and develop strategies within the organization and with the suppliers
- Ability to solve unique problems with creative solutions