Service Delivery Director- Transformation
2 weeks ago
Overview
Service Delivery Director- Transformation at Adecco. An excellent opportunity to lead IT service delivery transformation, designing, building, and operationalizing an integrated Service Command Center to centralize and optimize service delivery across the enterprise.
Key Responsibilities- Command Center Development: Architect and execute the creation of a centralized Service Command Center to unify service delivery operations across infrastructure and applications.
- E2E Service Lifecycle Ownership: Define and enforce clear ownership and processes across the entire service delivery lifecycle—from intake to resolution—to ensure accountability, visibility, and performance.
- Proactive Operations Model: Establish proactive monitoring, health checks, and predictive analytics capabilities to shift operations from reactive to preventative service management.
- Infrastructure Services Optimization: Oversee the modernization of infrastructure management for common services (network, cloud, servers), with a focus on automation, platform standardization, and resilience.
- Governance Framework: Design and implement an IT governance model aligned with ITIL, COBIT, ISO 20000, regulatory requirements, and business goals.
- Service Governance Committee: Launch and lead a cross-functional governance committee to provide oversight, strategic alignment, and decision-making support for transformation initiatives.
- Performance Management: Define and monitor KPIs and SLAs that demonstrate the value and effectiveness of the transformed service delivery model, ensuring compliance and continuous improvement.
- Team Leadership: Inspire, lead, and develop a high-performing IT service delivery team; provide mentorship throughout the transformation journey.
- Stakeholder Engagement: Act as the primary evangelist for the Command Center model. Partner with IT leaders, business stakeholders, and vendors to align transformation efforts with enterprise needs.
- Executive Communication: Provide regular briefings and strategic updates to senior leadership, showcasing the impact of service transformation and ongoing ROI.
- Experience: 15+ years of progressive experience in IT service delivery, with 8+ years in a leadership role driving transformation and operational excellence.
- Demonstrated success in centralizing and optimizing service delivery in complex, multi-platform environments.
- Experience in public sector or regulated industries is a strong plus.
- ITIL, COBIT, ISO 20000: Deep expertise in ITIL practices and familiarity with COBIT, ISO 20000, and other IT governance standards.
- Proactive Monitoring & Command Center: Strong track record of implementing proactive monitoring, automated service operations, and Command Center models.
- Leadership & Change: Proven ability to lead cross-functional teams, influence senior executives, and drive organizational change.
- Communication & Analytics: Exceptional analytical and communication skills, with a focus on data-driven decision-making.
- Required: ITIL 4 Managing Professional or ITIL v3 Expert
- Preferred: Lean Six Sigma (Green or Black Belt), COBIT 5, ISO 20000 Foundation
This is a rare opportunity to lead a mission-critical transformation that will redefine how IT delivers value across the enterprise. If you are a strategic thinker with a passion for operational excellence and innovation, you are invited to lead this bold journey with us.
Name: Sachet Sethi
Direct Line:
EA License No: 91C2918
Personnel Registration Number: R
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