The Service Delivery Director is responsible for providing training, mentorship, and ongoing support of project/program and shared service delivery best practices to all IT stakeholders. The Service Delivery Director ensures alignment to the company’s 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.

The Service Delivery Director also manages capacity planning to ensure sufficient, efficient, and effective resourcing to deliver the quality services required by the business.

· Demonstrates a solid knowledge of the clients’ business drivers, growth plans and long-term strategy to identify expansion opportunities for partnership

· Provides 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

· Provides oversight and management for the Change Management processes

· Ensures appropriate measures are in place for compliance to technology standards including progress and activities

· Manages capacity planning to ensure sufficient, efficient and effective resourcing to deliver the quality services required by the business

· Ensures that the company is establishing and maintaining a cost-efficient technology infrastructure environment to support the business

· Leads multiple teams of technical experts toward a shared purpose specifically, to proactively design, implement, maintain and support client engagements

· Monitors team’s performance

· Identifies and provides leadership to continuous service improvement initiatives

· At least 5 years experience as Service Delivery Supervisor or Head

· At least 5 years experience in Client Support

· Advanced degree strongly desired

· ITIL certification/s strongly desired

· PMP certification preferred

· Strong written, verbal and communication skills

· Leadership and negotiation skills

· Self-driven

· Team player

· Strategist

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• Service Delivery Management: 5 years (Preferred)
• Client Support: 5 years (Preferred)

License/Certification:

• ITIL Certification (Preferred)
• PMP (Preferred)