Minimum of 10-15 years of progressive experience in IT service delivery, with at least 5 years in a senior leadership role (e.g., Service Delivery Director, Head of Operations).
Develop and execute comprehensive service delivery strategies aligned with client business objectives and company growth targets.
Act as the primary escalation point for critical service delivery issues, ensuring rapid resolution and effective communication with stakeholders, including C-level executives.
Build and nurture strong, long-term relationships with key clients, understanding their evolving needs and proactively identifying opportunities for service expansion and enhancement.
Conduct regular service reviews, present performance reports (SLAs, KPIs), and drive continuous improvement initiatives based on client feedback and operational data.
Negotiate and manage service level agreements (SLAs) and operational level agreements (OLAs) with internal teams and external vendors.
Provide expert guidance and strategic oversight for the operation and optimization of diverse data and security platforms
Lead, mentor, and inspire a high-performing team of Service Delivery Managers, technical leads, and support staff.
