Service Delivery Director - Digital Workplace Solution

Service Delivery Director, Digital Workplace Solution

Job Summary

The Service Delivery Director Digital Workplace Solutions is responsible for leading the end-to-end delivery of enterprise digital workplace services for a diverse portfolio of public and private sector clients. This role oversees the delivery of service desk, endpoint, collaboration, and workplace support services while driving digital workplace transformation and improvements in digital employee experience.

This role requires strong operational experience with ServiceNow as the primary ITSM platform, driving process governance across incident, problem, change, and request management while leading a large-scale service delivery organization of approximately 40 personnel.

The Service Delivery Director ensures services are delivered in accordance with ITIL-aligned processes, contractual SLAs/XLAs, and operational governance standards, while driving continuous improvement through automation, AI-enabled operations, and digital workplace innovation.

The role also carries commercial accountability for contractual Fee-At-Risk (FAR) performance mechanisms, which are linked to service efficiency improvements, automation adoption, ticket deflection, and digital employee experience outcomes. The Service Delivery Director is responsible for ensuring operational performance, governance discipline, and innovation adoption collectively support the achievement of FAR targets throughout the contract lifecycle.

Key Responsibilities

Service Delivery Leadership

Lead and manage a multi-disciplinary service delivery organization of approximately 40 personnel, including service desk, deskside support, digital workplace engineers, and ITSM process specialists.

Ensure services are delivered in accordance with contractual obligations, service level agreements (SLAs), and experience level agreements (XLAs).

Establish and maintain strong service delivery governance frameworks, including operational reporting, escalation management, service review cadence, and performance monitoring.

Drive accountability across delivery teams to ensure consistent, high-quality service delivery and superior user experience outcomes.

ServiceNow Platform Governance

Serve as the senior operational owner of the ServiceNow platform supporting IT service management and digital workplace service delivery.

Drive adoption and continuous improvement of ServiceNow ITSM processes, including:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Service Catalog Management

Ensure ServiceNow workflows, automation capabilities, and reporting dashboards are effectively leveraged to improve service efficiency, operational visibility, and governance control.

Collaborate with platform architects and innovation teams to ensure ServiceNow capabilities support automation, AI-enabled operations, and service improvement initiatives.

ITSM Process Governance

Ensure all service operations adhere to ITIL-aligned service management processes.

Establish and enforce process discipline across incident, problem, change, and request management.

Drive root cause analysis and service improvement initiatives to reduce incident recurrence and improve service reliability.

Define and track operational KPIs, service performance metrics, and experience indicators, ensuring transparency and continuous service improvement.

Digital Workplace Transformation & Operations

Champion the digital workplace strategy and drive the adoption of modern workplace services, tools, and operating models that enhance employee productivity, collaboration, and digital employee experience.

Lead digital workplace transformation initiatives in partnership with client stakeholders, ensuring alignment with the client's digital roadmap, enterprise architecture, and ServiceNow service management platform.

Drive both transformation and operational excellence across digital workplace services, including:

• Service Desk Operations
• Deskside and workplace support
• Endpoint management
• Collaboration platforms
• Digital employee experience (DEX) capabilities

Ensure digital workplace services are delivered through structured ITIL-aligned operational processes, supported by ServiceNow workflows, automation, and service analytics.

Promote and govern the adoption of AI-enabled service capabilities, including virtual agents, knowledge-driven self-service, AI-assisted support, and automation of repetitive service operations.

FAR Performance & Innovation Governance

Drive delivery outcomes required to achieve contractual Fee-At-Risk (FAR) targets, including improvements in service efficiency, automation adoption, ticket deflection, and digital employee experience outcomes.

Provide leadership oversight to ensure delivery teams align with the AI innovation roadmap and phased implementation milestones defined for the contract.

Ensure operational teams effectively adopt AI-enabled service capabilities, including ServiceNow Now Assist, Virtual Agents, predictive intelligence, and Digital Employee Experience (DEX) insights.

Monitor and track FAR-related operational metrics including:

• ticket deflection rates
• automation adoption
• first contact resolution improvements
• mean time to resolution (MTTR) improvements

Lead service performance reviews and governance forums to evaluate progress against FAR targets and initiate service improvement actions where performance gaps exist.

Collaborate with innovation teams, architects, and client stakeholders to ensure AI and automation initiatives translate into measurable operational outcomes.

Client & Stakeholder Management

Build and maintain strong relationships with client stakeholders across business and IT leadership.

Act as the primary operational interface for service governance, service review meetings, and escalation management.

Lead discussions with clients on service performance, innovation progress, and FAR performance outcomes.

Serve as a trusted advisor by providing strategic recommendations on service improvement, digital workplace transformation, and automation opportunities.

Financial & Commercial Management

Contribute to the development and management of service delivery budgets and operational cost structures.

Maintain financial discipline to ensure service operations remain within budget while meeting contractual commitments.

Own operational performance associated with Fee-At-Risk (FAR) commercial mechanisms, ensuring service performance and innovation outcomes collectively protect contractual revenue exposure.

Drive service improvement initiatives that support automation efficiency, ticket deflection, and operational productivity improvements aligned with the contract's FAR achievement plan.

Provide regular reporting to internal leadership and client stakeholders on service performance, operational metrics, and FAR outcomes.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related discipline.

Master's degree is advantageous.

Experience

• 10+ years of progressive experience in IT service delivery or managed services environments, with at least 5 years in a senior leadership role.
• Proven experience managing large-scale service delivery teams of 3050 personnel.
• Strong operational experience working with ServiceNow as the primary ITSM platform supporting enterprise service delivery.
• Experience operating within ITIL-based service management environments.
• Experience managing performance-linked service contracts or outcome-based managed services engagements (e.g., Fee At Risk or performance-based delivery models) is highly advantageous.
• Experience delivering services within large enterprise or public sector environments is highly advantageous.

Certifications

• ITIL v4 Foundation (Required)
• ITIL Managing Professional (Preferred)
• ServiceNow certifications are advantageous, including:
• ServiceNow Certified System Administrator
• ServiceNow ITSM Implementation Specialist
• Project Management certifications (PMP or equivalent) are advantageous.

Skills

• Strong expertise in ServiceNow ITSM platform operations and service management processes
• Deep understanding of ITIL service management frameworks
• Proven ability to lead and manage large operational service teams
• Strong process governance and operational discipline
• Experience driving automation and AI-enabled service operations
• Experience managing performance-driven service delivery environments
• Excellent stakeholder management, communication, and leadership skills
• Ability to operate effectively in large-scale enterprise service delivery environments
• Strong analytical and decision-making capabilities with the ability to interpret operational and service performance data.