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Senior Director, Service Delivery
2 years ago
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Reporting to the VP of Global Service delivery, the Senior Director of Service Delivery (Americas) plays a crucial and prominent role within our organization’s IT leadership team. This highly visible position will lead the Americas service delivery organization, participate in strategy development, road mapping, and digital transformation initiatives for the Service Delivery organization.
- Manage a team of Manager- and Director- level employees, with extensive teams of their own, to deliver IT Services throughout the Americas region.
- Foster robust relationships with key team members and business stakeholders within the Americas Region to respond to business’ needs and feedback, identifying areas of, planning for, and actioning improvement efforts with clear KPI tracking and reports.
- Regularly assess team performance and coaching opportunities to ensure adherence to established service level agreements (SLAs).
- Collaborate with business stakeholders to identify and understand their technology requirements, challenges, and opportunities.
- Compile and prioritize IT demand and deliver technology solutions supporting daily operations, long-term business strategy, and digital transformation.
- Supervise successful execution of IT initiatives, ensuring high quality support, thoughtful end user change management and adherence to quality standards.
- Harness the enterprise IT organization, infrastructure, and technology capabilities to achieve business outcomes.
- Cultivate technology talent bench for future succession opportunities. Provide guidance and mentorship to IT staff.
- Uphold appropriate compliance, security, and controls, aligning with company policy and governance.
- 8+ years’ experience in IT leadership roles, with a focus on service delivery and strong background in coaching and people management.
- 3+ years of experience developing and implementing IT strategies and roadmaps a plus, but not required.
- Proven ability to craft business transformation programs with strong IT enablement.
- Experience in mergers, acquisitions, and divestitures is a plus.
- Solid understanding of IT systems (Custom and packaged applications), infrastructure, and software development processes.
- Ability to think strategically and to drive change within the organization.
- Exceptional written and oral communication skills.
- Exceptional interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
- Strong project management skills, capable of managing multiple projects simultaneously.
- Knowledge of IT industry best practices, trends, and emerging technologies.
- Ability to think strategically and align IT solutions with overall business objectives.
- Proactive problem-solving skills and a customer-centric approach.
- Familiarity with IT risk management and compliance standards.