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- Tasks: Lead and optimise IT service delivery across EMEA, ensuring excellence and efficiency.
- Company: AVASO Technology is a global leader in innovative IT solutions and managed services.
- Benefits: Enjoy competitive salary, career growth, and the chance to work with cutting-edge technologies.
- Why this job: Join a dynamic team focused on customer experience and digital transformation.
- Qualifications: 15+ years in IT services, with leadership experience and a strong operational background.
- Other info: Embrace a culture of innovation and continuous learning in a diverse environment.
The predicted salary is between 54000 - 84000 ÂŁ per year.
Direct message the job poster from AVASO Technology Solutions
Senior Manager – Global Talent Acquisition @ AVASO Technology Solutions | SHRM-CP | Six Sigma Certified | SAP SuccessFactors RCM Expert
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. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.
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.
Customer Experience Excellence & Innovation:
- 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.
Strategic Contribution & Succession Planning:
- 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 degree1 (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.
AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement
AVASO Technology Solutions (referred as “AVASO”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. AVASO is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.
Seniority level
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Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
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Job function
Project Management
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Industries
IT Services and IT Consulting
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Service Delivery Director 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
✨Tip Number 1
Network with professionals in the IT services industry, especially those who have experience in service delivery roles. Attend relevant conferences or webinars to connect with potential colleagues and learn about the latest trends in service delivery.
✨Tip Number 2
Familiarise yourself with the specific methodologies mentioned in the job description, such as ITIL, Agile, and DevOps. Consider obtaining certifications in these areas to demonstrate your commitment and expertise to potential employers.
✨Tip Number 3
Research AVASO Technology's recent projects and client success stories. Being knowledgeable about their operations will help you engage in meaningful conversations during interviews and show your genuine interest in the company.
✨Tip Number 4
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Highlight specific examples of how you've driven customer experience excellence and operational improvements in previous roles.
We think you need these skills to ace Service Delivery Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service delivery, especially in leadership roles. Emphasise your familiarity with methodologies like ITIL, Agile, and DevOps, as well as your ability to manage multi-country operations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT services and your commitment to customer experience excellence. Mention specific achievements that demonstrate your operational leadership and financial management skills.
Highlight Key Competencies: Clearly outline your competencies in managing large-scale service delivery and your experience with automation technologies. Use examples to illustrate how you've driven improvements in service quality and client satisfaction.
Showcase Leadership Experience: Detail your experience in mentoring and developing teams. Highlight instances where you've fostered a high-performance culture and contributed to talent acquisition and succession planning within your teams.
How to prepare for a job interview at AVASO Technology Solutions
✨Showcase Your Leadership Experience
As a Service Delivery Director, you'll need to demonstrate your ability to lead and mentor teams. Prepare specific examples of how you've successfully managed service delivery operations in the past, focusing on your leadership style and the outcomes achieved.
✨Understand the Company’s Service Delivery Model
Familiarise yourself with AVASO's service delivery methodologies, such as ITIL, Agile, and DevOps. Be ready to discuss how you can apply these frameworks to enhance operational efficiency and customer satisfaction in your role.
✨Prepare for Financial Management Questions
Since managing the P&L is a key responsibility, brush up on your financial management skills. Be prepared to discuss budgeting, forecasting, and cost control strategies you've implemented in previous roles to optimise revenue without sacrificing service quality.
✨Demonstrate Your Customer-Centric Approach
AVASO values customer experience excellence. Prepare to share examples of how you've built strong client relationships and resolved critical issues, showcasing your ability to advocate for customers and drive value in service delivery.