Service Delivery Director

Job Summary

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Own end-to-end service delivery for assigned accounts/programs.

Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.

Lead incident, problem, change, and service request management processes.

Conduct regular service reviews and governance meetings with customers and stakeholders.

Track service performance, identify improvement opportunities, and drive corrective actions.

Manage customer escalations and ensure timely resolution.

Drive operational excellence, automation, and continuous service improvement initiatives.

Collaborate with project teams, support teams, vendors, and business stakeholders.

Manage service risks, dependencies, and mitigation plans.

Ensure adherence to ITIL processes, quality standards, and organizational policies.

Oversee resource planning, utilization, knowledge management, and team development.

Support contract management, renewals, and account growth opportunities.

Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.

15+ years of IT industry experience with 8+ years in Service Delivery Management.

Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.

Strong understanding of ITIL processes and service management frameworks.

Proven experience in customer-facing roles and stakeholder management.

Experience managing geographically distributed teams.

Key Responsibilities

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Own end-to-end service delivery for assigned accounts/programs.

Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.

Lead incident, problem, change, and service request management processes.

Conduct regular service reviews and governance meetings with customers and stakeholders.

Track service performance, identify improvement opportunities, and drive corrective actions.

Manage customer escalations and ensure timely resolution.

Drive operational excellence, automation, and continuous service improvement initiatives.

Collaborate with project teams, support teams, vendors, and business stakeholders.

Manage service risks, dependencies, and mitigation plans.

Ensure adherence to ITIL processes, quality standards, and organizational policies.

Oversee resource planning, utilization, knowledge management, and team development.

Support contract management, renewals, and account growth opportunities.

Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.

15+ years of IT industry experience with 8+ years in Service Delivery Management.

Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.

Strong understanding of ITIL processes and service management frameworks.

Proven experience in customer-facing roles and stakeholder management.

Experience managing geographically distributed teams.

Skill Requirements

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Own end-to-end service delivery for assigned accounts/programs.

Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.

Lead incident, problem, change, and service request management processes.

Conduct regular service reviews and governance meetings with customers and stakeholders.

Track service performance, identify improvement opportunities, and drive corrective actions.

Manage customer escalations and ensure timely resolution.

Drive operational excellence, automation, and continuous service improvement initiatives.

Collaborate with project teams, support teams, vendors, and business stakeholders.

Manage service risks, dependencies, and mitigation plans.

Ensure adherence to ITIL processes, quality standards, and organizational policies.

Oversee resource planning, utilization, knowledge management, and team development.

Support contract management, renewals, and account growth opportunities.

Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.

15+ years of IT industry experience with 8+ years in Service Delivery Management.

Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.

Strong understanding of ITIL processes and service management frameworks.

Proven experience in customer-facing roles and stakeholder management.

Experience managing geographically distributed teams.

Must Have Skill

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SAP Project Management

Good to Have Skill

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Other Requirements

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