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IT Service Delivery Director

Job Category:

Information Tech

Job Level:


Open Date:




Close date:


Client Industry:

TECHNOLOGY (IT & IT peripherals)

Job Description and Qualification:

  • Responsible for defining, developing and communicating the Service Delivery operations process and procedures 
  • Ensures that service delivery meets agreed service levels; creates and maintains a catalog of available services
  • Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency
  • Sets performance targets, and monitors progress against agreed quality and performance criteria 
  • Evaluates and independently appraises the internal control of processes, based on investigative evidence and assessments undertaken by self or team 
  • Influences the strategic direction and takes responsibility for the full range of customer service functions, including organizational frameworks for complaints, service standards and operational agreements
  • Reviews current and proposed information systems for compliance with the organization's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy
  • Implement stakeholder's engagement/communications plan; deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information
  • Uses consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and the impact on the business
  • Recommend best practice for the deployment and ongoing operations management and technical support for regional service contracts

Experience and qualifications:

  • 10-12 years' experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including Enterprise Services
  • Extensive experience in managed services and service delivery environment including technical and service management exposure
  • Track record of effective workshop facilitation and interviewing skills
  • Strong management and leadership experience
  • Possess working knowledge of ITIL with preference to executing in the environment
  • Demonstrate a broad understanding of the vast range of IT operations and company service offerings
  • Possess knowledge and understanding of IT industry environment and business needs
  • Possess strong business and commercial orientation with a supporting interest in technology
  • Demonstrate skills in persuasion and influencing management, staff, suppliers, clients, and vendors
  • Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level
  • Demonstrate a strong client and quality orientation