Service Operations Director

Overview

The Service Operations Director will play a pivotal role in shaping and executing the Target Operating Model vision for our global service delivery operations. This senior position requires a dynamic leader with a strategic outlook, extensive experience in IT service operations management, and a passion for fostering a positive company culture and high employee satisfaction. The ideal candidate will have a proven track record of managing large-scale service operations within a multinational environment and driving continuous improvement and innovation.

Responsibilities

Customer Experience and Satisfaction.

• Develop and implement operational strategies, policies, and procedures to ensure the delivery of high-quality IT services to clients in line with our global Target Operating model.
• Monitor and analyse service performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Establish and maintain strong relationships with key clients, acting as a senior point of contact for service-related issues and escalations.

Employee Satisfaction.

• Foster a culture of excellence, collaboration, and innovation within the team, promoting high employee satisfaction and engagement.
• Champion personal development and succession planning to ensure the growth and advancement of employees within the organisation.
• Implement initiatives to support and enhance the company culture, ensuring alignment with the organisation\’s values and mission.
• Champion diversity, equity, and inclusion (DEI) initiatives within the team.

Service Operations.

• Lead and manage the Service Operations department, including service desk, incident management, problem management, change management, and service transition teams.
• Ensure compliance with industry standards, regulations, and best practices, such as ITIL, ISO 20000, and GDPR.
• Drive continuous improvement initiatives to enhance service delivery processes and optimise operational efficiency.

Team Leadership.

• Collaborate with other departments, such as Sales, PMO, and our Technical Practices, to ensure seamless service delivery and client satisfaction.
• Oversee the development and management of the service operations budget, ensuring cost-effective delivery of services.
• Proven ability to manage and motivate diverse teams in a fast-paced, dynamic environment.

Strategic Planning:

• Develop and execute the strategic vision for the Service Operations department, aligning with the company’s overall goals, objectives and growth plans.
• Act as a key stakeholder in the ongoing development and innovation of IT tooling, including monitoring systems and ITSM tools, working closely with the CTO team to achieve organisational objectives.
• Demonstrated experience in managing budgets and driving cost-effective service

Qualifications

• Immediately compatible with Bell Integration’s values and culture
• Demonstrable experience in IT service management, with evidence of a senior leadership role within a multinational MSP/SI.
• Strong knowledge of ITIL frameworks and other industry standards.
• Experience of large scale organisational transition and transformation initiatives
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to build and maintain strong relationships with clients and stakeholders.
• Proficiency in ITSM tools and technologies.

#J-18808-Ljbffr