At a Glance
- Tasks: Lead a high-performing team to deliver exceptional customer service and innovative tech solutions.
- Company: Join GTT, a global leader in AI-driven connectivity and security solutions.
- Benefits: Flexible remote work, career growth opportunities, and a collaborative culture.
- Other info: Embrace continuous learning and innovation in a dynamic, global setting.
- Why this job: Make a real impact while tackling complex challenges in a supportive environment.
- Qualifications: Proven leadership in IT, with experience in service delivery and customer engagement.
The predicted salary is between 90000 - 110000 £ per year.
Grow Your Career with GTT!
Join GTT to be part of a global mission to simply and securely connect people and data through innovative, AI-driven solutions. We empower curious, adaptive professionals to take ownership of their work, offering a culture where your ideas have a visible, real-world reach. If you are energized by complex challenges and a supportive team that lifts each other up, GTT is the place to build a rewarding career.
Lead a high-performing service delivery organisation that drives exceptional customer experiences, operational excellence, and successful outcomes across a complex technology portfolio.
We are seeking an experienced Director, Service Delivery to provide leadership for the delivery of products and services across the European business. This is a strategic leadership role focused on ensuring customers receive a consistent, high-quality experience while driving operational efficiency, scalability, and commercial performance. You will lead teams responsible for delivering complex customer solutions, champion service innovation, and help shape the future of service delivery through process improvement and automation initiatives.
About the Role
As Director, Service Delivery, you will be responsible for leading the Service Delivery organisation supporting customers across the European sales division. Working closely with customers, internal stakeholders, and senior leadership, you will develop scalable delivery strategies, enhance customer engagement models, and ensure projects and programmes are delivered successfully. You will play a key role in driving transformation through automation, process optimisation, and the adoption of emerging technologies, while maintaining a strong focus on customer satisfaction and business outcomes.
Key Responsibilities
- Lead and develop Service Delivery teams to achieve operational, customer, and business objectives.
- Foster a proactive and customer-focused approach that maximises the value customers receive from delivered services.
- Develop and implement service delivery strategies that are efficient, scalable, and aligned with business goals.
- Create service delivery models that promote an outstanding customer experience.
- Drive automation initiatives through the adoption of AI, Machine Learning, and Robotic Process Automation (RPA) technologies.
- Minimise commercial risk and exposure across projects and programmes through effective governance and leadership.
- Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions.
- Ensure effective management of project planning, change management, scope control, risk management, and service delivery governance.
- Maintain effective customer escalation paths and ensure services are delivered on time and within agreed scope.
- Build strong relationships with customers and internal stakeholders to support successful project and programme delivery.
- Drive continuous improvement initiatives that enhance operational performance and customer outcomes.
- Establish and monitor key performance indicators that measure service delivery effectiveness and customer satisfaction.
What We're Looking For
Essential Experience
- Leadership experience managing large-scale teams.
- 5 - 10 years’ experience in the IT industry with 5 years management experience.
- 5 years’ experience working with an international customer base and personnel.
- 5 years’ experience with connectivity services and SDWAN/security (Minimum 2 years).
- Proven leadership and management skills with direct Service Delivery experience.
- Demonstrated ability to perform effectively under pressure while making informed decisions and managing escalations.
- Proven experience handling senior-level customer relationships and complex customer escalations.
- Ability to motivate teams and build strong cross-functional relationships across global organisations.
- Proven knowledge of process improvement and automation within delivery and operational environments.
- Proven track record of driving positive organisational change through continuous improvement initiatives.
- Experience developing, implementing, and managing Key Performance Indicators (KPIs).
- Proven experience managing remote teams and leading organisational change.
- Strong understanding of Project Management practices and delivery governance.
- Proven experience managing budgets and operational costs.
- Knowledge of AI, Machine Learning, and Robotic Process Automation (RPA) technologies within service delivery environments.
- Strong understanding of telecommunications platforms, technologies, and service delivery models.
- Excellent written, verbal, presentation, and stakeholder management skills.
Hours / Travel / Shift
Normal Office Hours. Remote with flexibility to travel as and when required for customer/team meetings.
Why Join GTT?
At GTT, you’ll join a global, collaborative culture built around ownership, customer focus and continuous learning.
- Adaptive mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it.
- Collective impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.
- Customer ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.
You’ll have the opportunity to make a visible impact, grow your career and help shape how GTT delivers value to enterprise customers worldwide.
#LI-RD1 #LI-Remote
Director, Service Delivery employer: GTT
GTT is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Global Network Provisioning Engineer. With a strong emphasis on employee growth and development, you will have access to ongoing training and career advancement opportunities while working in the dynamic environment of the United Kingdom. The company values high-quality service delivery and encourages cross-functional teamwork, ensuring that your contributions are recognised and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Service Delivery
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Director, Service Delivery at GTT!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like GTT or be willing to refer you for that Director, Service Delivery position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from GTT who’s on the lookout for their next Director, Service Delivery star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Director, Service Delivery role at GTT!
We think you need these skills to ace Director, Service Delivery
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at GTT. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at GTT
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at GTT. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
