Service Delivery Director

5 days ago

Singapore BASIL TECHNOLOGIES PTE. LTD. Full time

**Summary**:

- **Service Delivery Management**:

- 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 mínimal 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**:

- 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. Master's degree preferred.
- **Experience**:1
- 10+ years of progressive experience in IT service delivery, with at least 5+ years in a leadership role.
- 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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