Service Delivery Director
2 weeks ago
Key Responsibilities
Service Transformation Strategy & Execution
- Centralization and Command Center: Design, develop, and implement a strategic plan to consolidate and centralize disparate service delivery functions into a single, cohesive Service Command Center. This center will serve as the hub for all service management activities, ensuring consistency, efficiency, and a unified operational view.
- End-to-End Service Delivery: Define and enforce processes to guarantee E2E service delivery accountability. This includes mapping the entire service lifecycle, identifying ownership at each stage, and implementing controls to ensure seamless handoffs and consistent service quality from request to resolution.
- Proactive Monitoring and Health Checks: Build a robust, centralized monitoring and health-check capability within the Command Center. The strategy will shift the organization from reactive incident response to proactive service management by leveraging real-time data, predictive analytics, and automated alerting to identify and resolve issues before they impact users.
- Infrastructure Management for Common Services: Lead the transformation of infrastructure management, focusing on common services (e.g., network, servers, cloud infrastructure). The strategy will involve standardizing platforms, automating routine tasks, and implementing a governance model that ensures the resilience, security, and scalability of these foundational services.
Governance & Framework Development
- IT Governance Framework: Develop and implement a comprehensive IT governance framework specifically tailored for the transformed service delivery model. This includes defining policies, standards, and guidelines for the Command Center, ensuring all activities are aligned with business objectives and regulatory requirements.
- Service Governance Committee: Establish a dedicated Service Governance Committee to provide oversight for all service transformation initiatives, major changes, and policy adherence. This committee will be critical in gaining executive buy-in and ensuring alignment across business and IT stakeholders.
- Performance Metrics and Compliance: Define and monitor a new set of KPIs and metrics to measure the effectiveness and value of the Service Command Center and the overall transformation. Ensure all processes and procedures are compliant with industry standards such as ITIL, COBIT, and ISO 20000, with a strong emphasis on maintaining a security-first posture.
Leadership & Collaboration
- Team Leadership and Mentorship: Lead and mentor a team of IT professionals, guiding them through the transition and empowering them with the skills needed to operate in a centralized, proactive environment.
- Stakeholder Engagement: Collaborate extensively with business leaders, IT teams, and vendors to ensure the transformation strategy is supported and integrated across the organization. You will be the primary advocate for the Command Center model and its benefits.
- Communication: Provide regular, transparent updates to senior management on the performance and progress of the transformation, demonstrating the ROI of the Command Center and the enhanced E2E service delivery model.
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