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- Tasks: Lead and optimise IT service delivery across EMEA, ensuring excellence and innovation.
- Company: Join AVASO Technology Solutions, a global leader in IT services.
- Benefits: Enjoy competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact in IT while working with cutting-edge technologies.
- Qualifications: 15+ years in IT services with strong leadership and operational skills.
- Other info: Be part of a diverse team committed to customer experience excellence.
The predicted salary is between 72000 - 108000 £ per year.
AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide.
Position Overview:
The Senior Director, EMEA Service Delivery is crucial in the operational execution and continuous improvement of our EMEA service delivery functions. The Senior Director will lead a significant portion of our geographically dispersed service delivery teams, ensuring the consistent, high-quality, and efficient delivery of IT services to our diverse client base. This individual will be instrumental in driving customer experience excellence, optimizing delivery processes through automation, managing the region's P&L, ensuring client payments are made in time, and supporting the strategic objectives of the global service organization.
Key Responsibilities:
- Operational Leadership & Execution:
- Lead a team of Service Delivery Managers (SDM) assigned to the region and provide them guidance and support to grow their business.
- Manage a large, multi-country client service delivery portfolio, ensuring operational excellence, adherence to SLAs, and timely project completion.
- Implement and enforce established operational processes, methodologies (e.g., ITIL, Agile, DevOps), and best practices to optimize efficiency and effectiveness within their assigned regions/service lines.
- Drive the successful delivery of various IT services, including break-fix services, dispatch services, managed services, cloud services, project management, application development and maintenance, infrastructure services, cybersecurity, and digital transformation initiatives.
- Monitor key performance indicators (KPIs) and metrics, proactively identify areas for improvement, and implement corrective actions to enhance service delivery performance.
- Oversee resource allocation, project scope, and issue resolution within their operational domain.
- Apply the Kaizen methodology and become an advocate and evangelist of XLA.
- Work closely with project management, engagement management, and implementation teams to ensure seamless service onboarding and delivery.
- Build and maintain strong relationships with key EMEA clients, acting as a senior escalation point for critical issues and ensuring high levels of client satisfaction.
- Act as a strong advocate for customers, representing the voice of the client internally and influencing stakeholders to resolve issues and deliver value.
- Support the identification of opportunities to expand service offerings and deepen client relationships, focusing on delivering customer experience excellence at every touchpoint.
- Champion the adoption of automation technologies and innovative delivery models to enhance service quality, accelerate delivery, and create a seamless customer journey.
- Manage the P&L for EMEA, and contribute to budgeting, forecasting, cost control, and revenue optimization efforts.
- Identify and implement cost efficiencies without compromising service quality or the pursuit of customer experience excellence.
- Conduct a real-life financial analysis of all activity to ensure costs allow EMEA to meet its margin targets.
- Directly manage and mentor a team of service delivery managers and professionals, fostering a high-performance culture.
- Lead by example, promoting collaboration, accountability, and continuous professional development within the team.
- Make sure EMEA is ready to ramp up operations and support additional clients within the geography.
- Support talent acquisition, retention, and succession planning efforts for critical roles within their teams.
- Ensure teams are adequately trained on new product enhancements and processes, including automation tools and digital transformation methodologies, to effectively support customers.
- Provide strategic input and recommendations to the SVP regarding service delivery strategy, operational improvements, and customer experience initiatives within EMEA.
- Demonstrate strong leadership and strategic thinking to actively prepare the region for business growth.
- Stay up-to-date with EMEA market conditions, industry best practices, and new enhancements, particularly in digital transformation and automation, applying this knowledge to influence philosophies and processes.
Qualifications, Skills, Competencies & Professional Experience:
- Bachelor's degree in Business Administration, Service Delivery or a related field. Master's degree (MBA) highly preferred.
- Absolute mastery of English and superb presentation skills.
- Minimum of 15+ years of progressive experience in IT services, with at least 7+ years in a leadership role overseeing significant service delivery operations within a global IT services company.
- Proven experience managing large-scale service delivery across multiple countries and diverse client segments.
- Strong operational expertise in various IT service domains (e.g., Managed Services, Cloud, Applications, Infrastructure, Cybersecurity), with a keen understanding of their role in digital transformation.
- Solid understanding of industry best practices and frameworks (e.g., ITIL, Agile, DevOps), and experience leveraging automation to enhance these processes.
- Excellent leadership and people management skills, with a proven ability to lead, mentor, and develop high-performing teams focused on customer experience excellence.
Why AVASO Technology?
- Join a dynamic and innovative team with a global presence.
- Opportunities for career growth and continuous learning.
- Competitive salary and benefits package.
- Work with cutting-edge technologies to shape the future of IT solutions.
Service Delivery Director in London employer: AVASO Technology Solutions
Contact Detail:
AVASO Technology Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Director in London
✨Tip Number 1
Don't just sit back and wait for the perfect job to come to you. Get proactive! Reach out directly to the hiring manager or recruiter on LinkedIn. A friendly message can make a huge difference and show your genuine interest in the role.
✨Tip Number 2
Networking is key! Attend industry events, webinars, or local meetups related to IT services. You never know who you might meet that could help you land that Service Delivery Director position at AVASO.
✨Tip Number 3
Prepare for interviews by researching AVASO's recent projects and initiatives. Show them you’re not just another candidate; demonstrate how your experience aligns with their goals and how you can contribute to their success.
✨Tip Number 4
Finally, don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the AVASO team and ready to take on the challenge.
We think you need these skills to ace Service Delivery Director in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Director role. Highlight your leadership experience and operational expertise in IT services, as these are key for us at AVASO.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about this position. Share specific examples of how you've driven customer experience excellence and managed service delivery in previous roles.
Showcase Your Achievements: Quantify your achievements where possible! Use metrics to demonstrate how you've improved service delivery or enhanced client satisfaction in your past positions. We love numbers!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at AVASO Technology Solutions
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of the Service Delivery Director role. Brush up on ITIL, Agile, and DevOps methodologies, as well as your understanding of service delivery across multiple countries. This will show that you’re not just familiar with the terms but can apply them effectively.
✨Showcase Leadership Skills
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Think of specific examples where you’ve driven operational excellence or improved customer experience. This is your chance to demonstrate that you can lead a high-performing team and foster a culture of collaboration.
✨Be Client-Centric
Since client satisfaction is crucial for this role, come ready with examples of how you’ve built strong relationships with clients. Highlight any instances where you’ve acted as an advocate for customers and resolved critical issues. This will illustrate your commitment to delivering exceptional service.
✨Prepare for Financial Discussions
Given the P&L responsibilities, be prepared to discuss your experience with budgeting, forecasting, and cost control. Bring examples of how you’ve identified cost efficiencies while maintaining service quality. This will show that you understand the financial aspects of service delivery and can contribute to the company’s bottom line.
