Service Delivery Director

The Service Delivery Director is a key leadership role responsible for overseeing the successful delivery of application maintenance, cloud, and on-premises infrastructure services to a diverse portfolio of public and private sector clients. This role demands a strong understanding of ITIL practices, a deep technical background across various technologies, and exceptional leadership and communication skills.

Responsibilities:

• Service Delivery Management:
• Lead and manage the service delivery teams responsible for application maintenance, cloud (public, private, hybrid), and on-premises infrastructure services.
• Ensure services are delivered in accordance with contractual obligations, meeting or exceeding service level agreements (SLAs).
• Develop and implement service delivery strategies, processes, and procedures to optimize efficiency and effectiveness.
• Oversee incident, problem, and change management processes, ensuring timely resolution and minimal disruption to clients.
• Conduct regular service reviews with clients to assess performance, identify areas for improvement, and foster strong relationships.
• Team Leadership:
• Build, mentor, and motivate high-performing service delivery teams.
• Provide guidance, coaching, and development opportunities to team members.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Technical Expertise:
• Maintain a strong understanding of industry best practices and emerging technologies in application maintenance, cloud computing, and on-premises infrastructure.
• Provide technical guidance and oversight to ensure solutions are robust, scalable, and secure.
• Stay abreast of relevant certifications and training to maintain a high level of technical competency.
• Client Relationship Management:
• Build and maintain strong relationships with key client stakeholders.
• Serve as a trusted advisor, providing strategic guidance and recommendations on technology solutions.
• Proactively address client concerns and escalations, ensuring timely and effective resolution.
• Financial Management:
• Contribute to the development and management of service delivery budgets.
• Monitor and control costs, identifying opportunities for optimization.
• Track and report on key performance indicators (KPIs) related to service delivery.

Qualifications:

• Education:Bachelor's degree in computer science, Information Technology, or a related field. Master's degree preferred.
• Experience: 10+ years of progressive experience in IT service delivery, with at least 5+ years in a leadership role.
• Proven track record of successfully delivering application maintenance, cloud, and on-premises infrastructure services to public and private sector clients.
• Experience managing large, complex IT environments.
• Experience with ITIL framework and best practices.

Certifications:

• ITIL v4 Foundation (required)
• ITIL v4 Managing Professional (preferred)
• Cloud certifications (AWS, Azure, GCP) are highly desirable
• Project Management certifications (PMP) are a plus

Skills:

• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work effectively in a fast-paced, demanding environment.
• Ability to manage multiple projects and priorities simultaneously.
• Strong understanding of IT security best practices.

Additional Desirable Qualifications:

• Experience with Agile methodologies
• Experience with DevOps practices
• Knowledge of IT governance and compliance frameworks (e.g., ISO 27001, NIST)