Director, Service Delivery

This is a fully remote position, open to applicants in United Kingdom, +4 more countries.

📋 Description

• Lead and cultivate Service Delivery teams to accomplish operational and customer service targets.

• Foster a proactive, customer-centric service delivery approach that maximizes customer value.

• Create efficient, scalable delivery strategies that align with business objectives.

• Design and implement service delivery models that enhance the customer experience.

• Propel automation initiatives utilizing AI, Machine Learning, and RPA to increase efficiency and minimize manual intervention.

• Reduce commercial risk across projects and programs through effective governance and operational controls.

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

• Oversee project planning, change management, scope control, and risk management activities.

• Maintain escalation paths and ensure services are delivered punctually and within the agreed scope.

• Cultivate relationships with customers and stakeholders while managing complex escalations and critical business delivery activities.

⛳️ Requirements

• Experience in leadership roles managing large-scale teams.

• 5–10 years of experience in the IT sector, including 5 years in a management capacity.

• 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 SD-WAN/security.

• Demonstrated leadership and management skills with direct experience in Service Delivery.

• Capability to perform effectively under pressure, make informed decisions, and manage escalations.

• Experience in senior-level customer engagement and escalation management.

• Ability to inspire teams and build effective cross-functional relationships within global organizations.

• Knowledge of process improvement and automation within delivery and operational settings.

• Proven success in driving positive change through ongoing process improvement initiatives.

• Experience in developing, implementing, and managing KPIs.

• Background in remote leadership and organizational change management.

• Strong understanding of project management methodologies and delivery governance.

• Proven track record in cost management.

• Experience in AI, Machine Learning, and Robotic Process Automation initiatives.

• Background in Telecommunications, Technology, or complex B2B service environments.

🏝️ Benefits

• Flexibility to work remotely with the option to travel as needed for customer and team meetings.

• Opportunities for continuous learning and professional development.

• Chance to make a significant impact and advance your career.

• A collaborative culture that emphasizes ownership, customer focus, and ongoing learning.