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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 continuous improvement in IT services.
- Qualifications: 15+ years in IT services, with strong leadership and operational expertise required.
- Other info: Embrace a culture of diversity and equal opportunity at AVASO.
The predicted salary is between 72000 - 100000 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
- Seniority levelDirector
Employment type
- Employment typeFull-time
Job function
- Job functionProject Management
- IndustriesIT 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
Familiarise yourself with the key operational methodologies mentioned in the job description, such as ITIL, Agile, and DevOps. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to optimising service delivery processes.
✨Tip Number 2
Network with current or former employees of AVASO Technology on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer experience excellence in previous roles. Highlighting your ability to build strong client relationships and resolve critical issues will set you apart as a candidate who aligns with AVASO's values.
✨Tip Number 4
Stay updated on the latest trends in digital transformation and automation within the IT services sector. Being knowledgeable about these topics will not only impress your interviewers but also show that you're proactive about contributing to AVASO's strategic objectives.
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, particularly in leadership roles. Emphasise your achievements in managing large-scale operations and improving customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT services and your understanding of the importance of customer experience. Mention specific examples of how you've driven operational excellence and innovation in previous roles.
Highlight Relevant Skills: Clearly outline your expertise in frameworks like ITIL, Agile, and DevOps. Discuss your experience with automation technologies and how they have improved service delivery in your past positions.
Showcase Leadership Experience: Detail your leadership style and how you have successfully managed and mentored teams. Provide examples of how you've fostered a high-performance culture and supported team development.
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 and improved team performance in previous roles.
✨Understand the Importance of Customer Experience
AVASO places a strong emphasis on customer satisfaction. Be ready to discuss how you've built relationships with clients and resolved critical issues in the past, showcasing your commitment to delivering exceptional service.
✨Familiarise Yourself with Industry Best Practices
Make sure you have a solid understanding of frameworks like ITIL, Agile, and DevOps. Be prepared to explain how you've applied these methodologies to enhance service delivery and operational efficiency in your previous positions.
✨Demonstrate Financial Acumen
Since managing P&L is a key responsibility, be ready to discuss your experience with budgeting, forecasting, and cost control. Highlight any successful strategies you've implemented to optimise revenue while maintaining service quality.