Back to SearchDirector of Service Delivery Management
Service Delivery Management, Project Management, Service Delivery, Stakeholder Relationships, Strategic Planning, Strategic Management, Relationship Management, Risk Management
We are actively seeking a Director of Service Delivery Management to guide our remote operations. This crucial senior role encompasses total management of all service delivery aspects within an IT environment, requiring a seasoned professional with extensive experience in service delivery, as well as project and program management. The prospective candidate should be a strategic thinker, proficient in leading delivery initiatives from their inception to successful implementation, ensuring they meet and exceed organizational goals.
Responsibilities
- Supervise the management of programs, projects, and organizational units with over 100 FTEs
- Uphold superior project governance and maintain active engagement with senior management
- Endorse and execute best practices in service delivery
- Proactively identify and lead the adoption of future industry trends
- Establish and nurture high-level customer relationships
- Craft strategic service delivery models tailored to meet client needs
- Allocate essential resources for effective monitoring of service delivery systems
- Manage comprehensive collaboration and relationships with stakeholders
- Encourage a culture of ongoing improvement within service delivery operations
- Develop and implement risk management strategies to minimize disruptions
- Design and introduce training programs to elevate team competencies
- Ensure adherence to and enforcement of industry standards and regulations
- Drive the integration of innovative technologies to improve service delivery
- Maintain transparent and open communication throughout the organization
- Continuously assess and optimize service delivery metrics and performance indicators to fulfill business objectives
Requirements
- Minimum of 12 years in IT with over 8 years dedicated to service delivery or project/program management
- Proven experience in managing large teams or high-stakes projects involving more than 100 FTEs
- Expertise in navigating complex and urgent situations effectively
- A solid history of developing visionary strategies and cohesive approaches to delivery
- Extensive experience in formulating, advocating, and implementing top-level delivery concepts
- Proficient in managing outcome-focused service delivery frameworks
- Deep understanding of service delivery processes, practices, and methodologies
- Demonstrated ability to design and implement detailed service delivery frameworks from the ground up
- Skilled in mentoring teams and influencing positive outcomes
- Experienced in overseeing all aspects of a delivery organization, including business acquisition, ongoing development, and quality enhancement
- Capable of managing service lifecycle challenges, conflicts, and competing interests
- Trusted by executive management to oversee client relationships and establish cooperative frameworks
- Fluent in English with C1 level proficiency or higher
Nice to have
- Possession of relevant industry certifications
- Experience overseeing service delivery on an international scale
- Familiarity with the newest IT service management tools and technologies
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn