Service Delivery Director

Service Delivery Director AD level

Key Responsibilities & Accountabilities:

• Oversee the delivery of large managed services program ensuring compliance to agreed SLAs, OLAs & XLAs with teams spread globally
• Establish and manage the governance framework, conduct service performance review meetings & delivery value to customer.
• Enable risk assessment and establish mitigation plans.
• Proactively manage costs to achieve bid targets & identify growth opportunities & grow program in line with executive management expectations.
• Collaborate with cross-functional teams and stakeholders to ensure effective service delivery and operational excellence.
• Report program metrics to internal and customer stakeholders periodically and including continuous ways to improve.
• Drive innovation and transformation conversations with customers and deliver value through continuous service improvement and transformation initiatives

Capabilities & Skills:

• Strong leadership skills with the ability to manage and motivate a team.
• Ability to develop and execute strategic plans for service management and process improvement.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders and team members across service lines
• Understanding of ITIL/ITSM frameworks, ServiceNow, and /or other service management tools.

Experience:

• Proven track record in managing large managed services programs
• Proven track record in managing program with integrated application and infrastructure service delivery.
• Experience in Life Science domain