Global Tech - Service Delivery Director
- Shape strategic roadmap and topics for Service Delivery and Service Desk
- Convert Service Delivery and Service Desk strategy / objectives into a roadmap with key results
- Build and drive change plan to ease global and local adoption of new processes or products
- Engage with Management Entity Service Delivery Senior Managers & teams to capture, understand and assess their needs/ feedback related to service delivery and service desk, objectively.
- Interact with the Tech Success Directors to harmonize the performance of Service Delivery and Service Desk and share outcomes to the Product Owners.
- Oversee end-user support and satisfaction scores at a global level
- Consolidate Management Entity KPIs to pinpoint global areas of improvement
- Act as the global point of contact for stakeholders in case of dissatisfaction, critical incidents, problems and major changes
- Modernize Service Desk in line with PR ambition, industry standards and best practices
- Report, analyze and act on performance of global Service Desk and Service Delivery teams in partnership with Service Management
- Supervise global management of Service Desk (externalization of contracts) with Service Desk Team
- Drive end-user coaching and product adoption as relevant
- Look for opportunities to improve efficiency and optimize the spend on the Service Delivery and Service Desk services
- Arbitrage demands related to user and site suite in 9 Management Entities
- Managing global OPEX and CAPEX budgets of Service Delivery and Service Desk
- Manage senior managers and product owner with multi-layer of resources, external consultants and vendors/partners
- Manage different time zones and cultures globally
- 20+ years of experience working in the field of Tech Services in a multi-vendor, global environment
- Understanding of IT Service delivery / Desk processes (plus: ITIL certified and practitioners)
- Sound knowledge of a global tech and business context, ambitions & challenges
- Strategic thinking with innovation-driven mindset
- Working experience of Service Delivery and Service Desk processes, procedures and policies and driving effectiveness
- Good understanding of Service Development, Management and Operation tools
- Maturity in people leadership and management skills
- Proven relationship building and stakeholder management
- Financial and budget management related to Tech topics at scale
- Strong communication and articulation skills
- Experience in managing large-scale outsourcing implementations on a fast-paced environment
- Experience in dealing with M&A or crave-out projects
2025-12-01 Target End Date :
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