Director, Service Delivery Job Description
Director, service delivery
provides training, mentorship and ongoing support of project/program and shared service delivery best practices to all IT stakeholders.
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:
Ensures alignment to the enterprise service management processes for Change Management, Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed
Provides oversight and management for the Change Management processes for I&TS IT globally, including alignment to the Enterprise Level Change Approval Board
Ensure participation in the enterprise Quality Review Meeting for I&TS IT globally
Ensure appropriate measures are in place for global monitoring of compliance to technology standards including progress and activities
Manage capacity planning to ensure sufficient, efficient and effective resourcing to deliver the quality services required by the I&TS business
Ensure that we are establishing and maintaining a cost efficient technology infrastructure environment to support our business, following enterprise technology currency standards and ensuring the safety, soundness and compliance of our technology environments at all times
Advanced degree strongly desired
ITIL v3 Foundation strongly desired
Lead multiple teams of technical experts toward a shared purposespecifically, to proactively design, implement and maintain secure retirement plans from a document management, testing and compliance support perspective
Partner with other Plan Compliance Services and market-facing teams (Key Accounts, Relationship Managers, Retirement Plan Consultants, ) in support of the TRS sales strategy, highlighting our compliance support services as a market differentiator and key component of Prudentials value proposition
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:
Architecture
Entire call center operation project operation
Capacity planning and current state of hardware development and utilization
Data center management
IT Service Integration and Service Delivery
IT service delivery best practices
Information management
Systems design
Telecommunications
.NET framework
Desired experience for director, service delivery includes:
Overall responsible for service delivery for Data Center, Network, End user Services & Distributed Infrastructure Services towers to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives
Manage staff of managers and supplier leadership delivering business technology services across multiple towers
Work with vender to ensure SLA are achievable and sustainable for service transformation
Regional escalation point on SLA misses and ensures supplier documents recovery plans
Formulate and communicate specific team objectives to team members and management to support global transformation solutions, world sourcing, and global sourcing goals in large highly matrixed teams
Identify staffing requirements and work with appropriate partners to ensure region specific support needs are being met
Director, Service Delivery Examples
1
Director, Service Delivery Job Description
Job Description Example
Our company is looking for a director, service delivery. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for director, service delivery
- 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
Qualifications for director, service delivery
- 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
2
Director, Service Delivery Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of director, service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, service delivery
- 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
Qualifications for director, service delivery
- 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
3
Director, Service Delivery Job Description
Job Description Example
Our company is looking for a director, service delivery. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, service delivery
- 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
Qualifications for director, service delivery
- 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
4
Director, Service Delivery Job Description
Job Description Example
Our innovative and growing company is hiring for a director, service delivery. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for director, service delivery
- 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
Qualifications for director, service delivery
- 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
5
Director, Service Delivery Job Description
Job Description Example
Our innovative and growing company is hiring for a director, service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, service delivery
- 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
Qualifications for director, service delivery
- 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