Service Delivery Director in London

We are looking for a strategic and delivery‐driven leader to take ownership of large and complex Salesforce programs across multiple Delivery Centres and countries. This is a high‐impact role responsible for end‐to‐end program delivery, client satisfaction, operational excellence, leadership and cross‐cloud transformation initiatives.

Key Responsibilities

• Program & Project Leadership/Delivery
  • Own the end‐to‐end delivery of large and/or complex programs and projects, including scoping, scheduling, costing, risk assessment, quality assurance, and customer satisfaction measurement.
  • Ensure delivery excellence in line with OSF methodologies, processes, and standards throughout the full lifecycle.
  • Execute program and project contract change control in close collaboration with leadership.
  • Strategise, implement, and maintain Salesforce cross‐cloud programs.
• Client & Stakeholder Management
  • Drive high levels of client satisfaction through strong delivery governance and proactive communication.
  • Build trusted customer relationships and proactively identify and resolve issues.
  • Capture, manage, and report on customer requirements and strategic benefits.
  • Lead monthly review meetings and actively contribute to Quarterly Business Reviews (QBRs).
• Operational & Delivery Excellence
  • Oversee multiple Delivery Centres, ensuring alignment and achievement of program goals.
  • Manage program and project teams for optimal ROI across DCs and countries.
  • Work closely with project sponsors, cross‐functional teams, and project managers to define scope, deliverables, resources, budgets, and timelines.
  • Identify key dependencies across cross‐functional teams and external vendors.
  • Analyse and mitigate program risks; produce executive‐level reporting.
  • Maintain organisational standards of satisfaction, quality, and performance.
  • Contribute to the evolution of Program Management strategy and delivery methodology across Client Services.
  • Support tender bid documentation and commercial initiatives.
  • Own ways of working and DevOps processes.
  • Provide leadership and direction to Program Managers, Project Managers, Engagement Managers, and Scrum Leads.

Requirements-Competencies

• Extensive experience in a service management role with a proven track record of successful service delivery.
• Strong background in customer relations within technical environments.
• Experience managing large-scale service operations and leading diverse, distributed teams.
• Exceptional leadership and stakeholder management capabilities.
• Excellent communication skills with the ability to engage at all organisational levels.
• Strong analytical and strategic mindset with a focus on operational efficiency and problem-solving.
• Proficiency in service management tools, including Salesforce.

What we offer:

• A stable and dynamic working environment where you can develop.
• Dedicated period of induction: On-Boarding, Training & Mentoring.
• 360 career management system, resulting in promotion, bonus(es) and raises.
• Internal trainings and workshop.
• Technical certifications upon requests.
• Premium account access to e-Learning platforms: Team Treehouse, Udemy, Pluralsight, Guru99, etc.
• Flexible working schedule.
• Travel Insurance and travel accommodations expense re-imbursement (or daily allowance).
• Sponsored sport activities.
• A dedicated career path with horizontal, lateral and vertical career evolution options.
• Pension - employee 5% contribution / employer 3% contribution.
• Perk box - a benefits scheme that offers retail discounts and wellbeing support for example access to an Employee Assistance Programme.
• Holidays – 23 days plus standard UK public holidays, with up to 25 depending on time spent and experience-role in the organisation.
• The possibility to come up with ideas, be listened and see them implemented.

OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, national origin, age, marital status, or any other protected category in any of the jurisdictions in which we conduct business.