Service Delivery Director

4 months ago


Abu Dhabi, United Arab Emirates CLYMB Abu Dhabi Full time

As the IT Service Delivery Director, you willbe responsible to oversee and manage the delivery of IT serviceswithin our organization. The successful candidate will beresponsible for ensuring the effective delivery of IT services tomeet the needs of our internal stakeholders and external clients.This role involves coordinating with various teams to maintain highservice levels, implementing service improvement initiatives, andensuring adherence to service level agreements (SLAs) andoperational processes. Your job role will also include thefollowing:

Leadership and TeamManagement:



Leadand mentor a team of IT professionals responsible for servicedelivery. Develop and communicate the strategic vision for ITservice delivery aligned with the organization's goals andobjectives. Guide and advise the team to provide first, second andthird level of support within the agreed SLA Define and monitorservice performance against SLAs and KPIs, and take correctiveactions as needed. Provide guidance, coaching, and performancefeedback to team members to foster their professional growth.Promote a culture of collaboration, innovation, and accountabilitywithin the service deliveryorganization.

Operations:



Developand communicate the strategic vision for IT service deliveryaligned with the organization's goals and objectives.Collaborate with senior management to align IT service deliverystrategies with business objectives. Oversee all aspects of ITservice delivery, including incident management, problemmanagement, change management, and service level management. Ensurecompliance with industry best practices and standards, such asITIL, and drive continuous improvement initiatives. Establish andmaintain service level agreements (SLAs) with internal stakeholdersand external clients. Develop and manage the IT service deliverybudget, ensuring resources are allocated effectively to supportbusiness objectives. Procure and operate IT service delivery toolsand systems ensuring seamless experience for end user. Monitor andcontrol costs associated with service delivery activities,identifying opportunities for cost optimization. Identifyopportunities to enhance service delivery processes, tools, andmethodologies. Drive continuous improvement initiatives to optimizeservice delivery performance and efficiency. Monitor industrytrends and emerging technologies to identify opportunities forinnovation and improvement.


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