Application Service Delivery Director

Roles & Responsibilities

The Application 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.
• 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)

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Tell employers what skills you have

Coaching
Change Management
Financial Management
Cloud Computing
IT Governance
ISO
Relationship Management
Agile Methodologies
Information Technology
ISO 27001
Service Level
Project Management
Team Leadership
ITIL
Delivery Management
Service Delivery

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