Service Delivery Director

Enzen ,
Solihull, West Midlands
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Overview

Job Description

* Single point contact for the service delivery contract with customer with 100% compliance to Service KRA's as per contract * Customer Engagement and delight to highest levels of customer satisfaction ( CSR 4/5) - Proactive and regular interactions with CEO, CIO and other business directors. Gain confidence and trust through transparency and delivery track record * Partner and Vendor Management - Effectively collaborate and manage the partner ecosystem * Governance and Reporting - Establish, manage and deliver effective governance, reporting including any escalations across the managed services program * Best Practices and initiatives towards service innovation and excellence * Team management - Ensure the team is motivated, proactive and skilled to deliver customer commitments at all times * Program Management of a large multi-million multiyear managed services contract with stringent service SLA's * Stakeholder Management at C-Level (CEO , CIO, Business Directors) - Executive governance, reporting, escalations, customer satisfaction * Service Delivery Leadership - Customer Satisfaction , SLA management, Governance, reporting, trouble shooting, change management * Technical leadership - Advisory to senior customers on new and emerging technologies , guidance to team * Team Management of large diverse multicultural team of technical experts, consultants * Vendor, Partner Management - Managing a team of delivery partners and technology vendors with end accountability * Bachelor or Master's degree in technology and/or management from a reputed institute * Certificates relevant to the role ( Ex: ITIL, PMP) Desired Experience * Ownership and accountability - Proactive in nature, owns the problem till resolved and not a 9-5 person, able to roll up sleeves/go the extra mile and not a mere delegator * Experienced in Project and Programme Management, tracking and reporting * Experienced IT Operational lead, understands and appreciates intricacies of managed services delivery, leading troubleshooting situations * Expert in reporting and communication technical reports and processes to business stakeholders and non-technical resources * Good working knowledge of ServiceNow and the ITSM ecosystem * Cool headed, while working in a highly demanding customer environment and at ease with handling multi-dimensional customer delivery situations * Outstanding communication and interpersonal skills and the ability to deliver meaningful presentations to senior customers * Passionate team player/leader, able to motivate and manage culturally diverse team to success * Have a proven ability to be able to take a 'big picture' strategic view as well as being able to work at a detailed level across a broad range of enterprise IT solutions * Have experience in seeking alignment of business and IT, operating across organisational and technology "silos" to drive common approaches, delivering sustainable, agile and reusable solution

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