Service Transformation Director

Service Transformation Director

This role is a leadership position responsible for spearheading a comprehensive Service Delivery Transformation . The core objective is to centralize and optimize IT Service Delivery through the establishment of an integrated Service Command Center . This leader will be the architect of a strategy to ensure end-to-end (E2E) service delivery excellence, from proactive monitoring to the ultimate management of common infrastructure services.

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.

Qualifications

• Experience: A minimum of 15+ years of experience in IT service delivery, with at least 8+ years in a leadership role focused on service transformation and governance. Must have a proven track record of successful centralization initiatives.
• Deep Domain Knowledge: Deep understanding of ITIL best practices and extensive experience with other frameworks like COBIT and ISO Experience in the Public Sector and familiarity with relevant service governance models is highly desirable.
• Skills: Strong analytical and problem-solving skills, with a focus on data-driven decision-making. Excellent communication, presentation, and interpersonal skills are essential for driving change and securing buy-in.
• Certifications: ITIL 4 Managing Professional or ITIL v3 Expert is required.
• Lean Six Sigma certification (Green or Black Belt) and COBIT 5 are significant advantages.