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This position is based in Milan, Italy.
The Service Delivery Director is responsible for end-to-end delivery of telco and ICT services, ensuring services are delivered on time, within budget, and in line with agreed service levels and customer expectations.
This role provides strategic and operational leadership across Project and Service Management, driving service excellence, operationalefficiency, and continuous improvement for enterprise and/or wholesale customers.
Service Delivery Leadership
- Own end-to-end service delivery performance across telco and ICT portfolios (e.g. fixed line network services, cloud, cybersecurity, managed services, unified communications).
- Act as executive sponsor for key customer accounts, ensuring strong governance, escalation management, and relationship management.
- Ensure service delivery aligns with commercial commitments, contractual SLAs, and regulatory requirements.
- Drive a customer-centric culture focused on service quality, reliability, and continuous improvement.
2. Project Management Oversight
- Provide executive oversight of all delivery projects, including telco provisioning, network rollout, ICT transformation, service onboarding, and customer migrations.
- Establish and govern a standardized Project Management framework (e.g. waterfall, agile, hybrid).
- Ensure strong project governance, risk management, dependency management, and financial control.
- Monitor delivery KPIs such as schedule adherence, cost variance, scope control, and benefits realization.
- Intervene proactively on at-risk or critical projects to ensure successful outcomes.
3. Service Management & Operations
- Lead Service Management functions aligned to ITIL / ISO 20000 best practices, including:
- Incident, Problem, Change, and Release Management
- Service Level Management
- Capacity, Availability, and Continuity Management
- Ensure operational readiness for new services and smooth transition from project to BAU.
- Oversee 24/7 operational support models (internal teams and/or vendors).
- Drive service stability, reduction of repeat incidents, and improved MTTR and SLA compliance.
4. Governance, Risk & Compliance
- Establish service delivery governance frameworks, forums, and reporting structures.
- Ensure compliance with security, data privacy, and regulatory standards relevant to telco and ICT services.
- Manage vendor and partner performance, including SLAs, OLAs, and contractual obligations.
- Oversee audit readiness and remediation of service delivery risks.
5. Financial & Commercial Management
- Own service delivery budgets, cost optimisation initiatives, and financial forecasting.
- Ensure delivery efficiency while protecting margins and supporting revenue growth.
- Support pre-sales and bid activities by shaping delivery models, cost estimates, and risk assessments.
- Drive productivity improvements through automation, tooling, and process optimisation.
6. People & Capability Leadership
- Lead and develop high-performing teams across project management, service management, and operations.
- Build succession plans and capability uplift in areas such as cloud, cybersecurity, automation, and digital service delivery.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Set clear performance objectives and manage talent development.
Skills for Success:
- Bachelor's or Master's degree in Telecommunications, Information Technology, Business, or related field.
- 15+ years of experience in telco/ICT service delivery, with at least 5 years in senior leadership roles.
- Proven track record in managing large-scale service delivery portfolios and complex ICT/telco projects.
- Strong knowledge of ITIL, ISO 20000, and project management methodologies (PMP, PRINCE2, Agile).
- Demonstrated ability to manage budgets, optimize costs, and drive revenue-supporting initiatives.
- Experience in vendor/partner management and regulatory compliance.
- Excellent stakeholder management, communication, and executive-level presentation skills.
