Back to SearchDirector, Service Delivery Management
Service Delivery Management, Project Management, Service Delivery, Stakeholder Relationships, Strategic Planning, Strategic Management, Relationship Management, Risk Management
We are on the lookout for a Director of Service Delivery Management to lead our remote team operations. This vital senior role involves full oversight of all service delivery components within an IT environment, requiring an experienced professional with a strong background in service delivery, as well as project and program management. The successful candidate will be a strategic leader skilled at launching and guiding delivery initiatives from inception to fruition, ensuring they exceed and meet organizational goals.
Responsibilities
- Direct the management of programs, projects, and organizational units involving more than 100 FTEs
- Uphold outstanding project governance and maintain continuous engagement with senior management
- Promote and implement industry best practices in service delivery
- Proactively identify and spearhead the adoption of new industry trends
- Forge and sustain strategic relationships with top-tier customers
- Engineer service delivery frameworks tailored to client specifications
- Allocate resources effectively to oversee and sustain service delivery systems
- Foster extensive collaboration and manage relationships with all stakeholders
- Encourage a culture of ongoing enhancement across service delivery operations
- Develop and enforce risk management strategies to minimize disruptions
- Initiate and deploy training programs to boost team capabilities
- Maintain rigorous adherence to industry standards and regulatory compliance
- Lead the introduction of cutting-edge technologies to improve service delivery
- Maintain clear, consistent communication throughout the organization
- Continuously evaluate and refine service delivery metrics and performance indicators to achieve business goals
Requirements
- At least 12 years of IT experience, with a minimum of 8 years in service delivery or project/program management
- Proven expertise in managing large teams or substantial projects with over 100 FTEs
- Proficient in addressing complex and urgent situations effectively
- Established history of developing strategic visions and cohesive delivery methods
- Extensive experience in devising, promoting, and executing sophisticated delivery concepts
- Adept at managing outcome-focused service delivery frameworks
- Deep understanding of service delivery methodologies, processes, and practices
- Demonstrated ability to design and implement comprehensive service delivery frameworks from the ground up
- Capable of mentoring teams and driving them towards achieving positive outcomes
- Experienced in overseeing all facets of a delivery organization, including business acquisition, ongoing development, and quality enhancements
- Competent in navigating service lifecycle challenges, conflicts, and competing priorities
- Trusted by executive management to manage client relationships and foster collaborative partnerships
- Fluent in English with C1 level proficiency or higher
Nice to have
- Relevant professional certifications
- Experience in managing service delivery across international boundaries
- Familiarity with the latest advancements in 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