Head of Service Delivery

Join our dynamic Global Tech, Data & Digital team as we spearhead a transformation journey focused on accelerating and improving Service optimization and Tech efficiency.

We're seeking Application Service Delivery Head to play a pivotal role in implementing initiatives aimed at Tech, Data & Digital Transformation. Your primary responsibilities will include manage the RUN operations globally from GBS perspective, work with global partners to ensure contractual obligations are delivered to the accepted levels, be the focal point for all the regions for smooth delivery of objectives from an applications perspective. If you're passionate about transforming Tech, Data & Digital Information and making a positive impact on a global scale, we invite you to join us on this exciting journey.

We seek an individual with a blend of energy, expertise, experience, and determination to successfully navigate this journey with the utmost quality.

Main objectives and expectations:

• Plan and manage transitions across all regions and provide overall governance.
• Manage all the RUN service delivery operations for Applications across all regions with close collaboration with regional teams .
• Manage all escalations, review all customer reports, analyze all SLAs/RCAs and drive continuous service optimization
• Monitor, mitigate risks and act on dependencies
• Ensure best practices are implemented across regions
• Monitor and manage all vendor delivery commitments, provide relevant reporting, and manage all key stakeholder meetings
• Be the link between Vendors and all Regional Application Teams, ensure close collaboration
• Ensure all contractual obligations are met by vendor
• Work with different disciplines (Finance, IT, Business & Operations, External Vendors)
• Align with PMO and VMO teams for reporting and managing vendor escalations.
• Consolidate and communicate all regional priorities and drive commonality and consistency
• Manage Application service delivery team
• Drive capacity and capability building for Applications.
• Ensure compliance with procedures and methods of quality assurance and IT security

Needs to have:

• Engineering degree
• 20+ years of proven experience in Transition and Service Delivery of Applications portfolio, project management and project coordination within a large IT organization
• Proven strong track record with a minimum of 10+ years’ experience in managing RUN service delivery
• Proven experience of manage managing partners for large transitions and service delivery
• Strong experience in driving optimization and service optimization
• Good knowledge of techniques like SAP, Salesforce, CRM, Microsoft technologies, Cloud etc
• Hands on experience in waterfall and agile delivery methodologies
• Strong understanding of Tech, Data & Digital fundamentals
• Previous experience in implementing transformation initiatives in an environment involving organizational change
• Ability to develop and tailor communications as appropriate.
• Excellent communication, leadership, team management and organizational skills.
• Preferable to have PMI, ITIL, Cloud certifications