Service Delivery Director

Role

Here's how you'll contribute:

You'll do this by:

Core Skills: cloud infrastructure and security services

Desired Skills: cloud infrastructure and security services

How we’d like you to lead:

Roles and Responsibilities.

Service Delivery Management –

• Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals

• Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).

• Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.

• Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.

• Identify opportunities for account growth and work closely with sales and account management teams to capitalize on them

• Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes

• Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.

• Experience handling vendors from a reporting, Procurement, and service management perspective

Financial Management:

• Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.

• Identify and implement cost-saving initiatives without compromising service quality.

• Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer

Continuous Improvement –

• Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.

• Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.

• Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.

• Drive Automation across the accounts.

Analytics:

• Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.

• Analyze service delivery data to identify trends, issues, and opportunities for improvement

Technical

• Must have Executed cloud, Security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects

• Proven, good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme)

• Understanding of the latest Cloud, data centre security & cybersecurity technology

• Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation

Education / Qualifications

• Preferably ITSM/SIAM certified