Director, Service Delivery

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and nurture Service Delivery teams to meet operational, customer, and business targets.

• Cultivate a proactive, customer-centric approach that maximizes the value of delivered services.

• Formulate and execute efficient, scalable service delivery strategies that align with business objectives.

• Develop service delivery models that ensure an exceptional customer experience.

• Propel automation initiatives utilizing AI, Machine Learning, and RPA technologies.

• Mitigate commercial risks and exposure across projects and programs through effective governance and leadership.

• Collaborate with Service Delivery leaders to maintain uniform processes, systems, and customer experiences across regions.

• Oversee project planning, change management, scope control, risk management, and service delivery governance.

• Uphold customer escalation processes and guarantee services are delivered punctually and within the agreed scope.

• Foster strong relationships with customers and internal stakeholders.

• Champion continuous improvement initiatives that enhance operational performance and customer outcomes.

• Set and monitor KPIs to assess service delivery effectiveness and customer satisfaction.

⛳️ Requirements

• Proven experience managing large-scale teams.

• 5–10 years of experience in the IT industry.

• 5 years of management experience.

• 5 years of experience working with an international customer base and personnel.

• 5 years of experience with connectivity services and SD-WAN/security, including at least 2 years in this domain.

• Demonstrated leadership and management capabilities with direct Service Delivery experience.

• Ability to perform effectively under pressure, make informed decisions, and handle escalations.

• Experience managing senior-level customer relationships and complex customer escalations.

• Capacity to inspire teams and establish strong cross-functional relationships within global organizations.

• Understanding of process improvement and automation in delivery and operational settings.

• Proven track record of driving positive organizational change via continuous improvement initiatives.

• Experience in developing, implementing, and managing KPIs.

• Experience in managing remote teams and leading organizational change.

• Strong grasp of project management practices and delivery governance.

• Experience in managing budgets and operational expenses.

• Familiarity with AI, Machine Learning, and RPA technologies in service delivery contexts.

• Solid understanding of telecommunications platforms, technologies, and service delivery models.

• Excellent written, verbal, presentation, and stakeholder management skills.

• Normal office hours; remote work with flexibility to travel as necessary for customer/team meetings.

🏝️ Benefits

• Global, collaborative culture.

• Continuous learning opportunities.

• Professional development and career growth prospects.

• Flexible travel arrangements for customer/team meetings.