Service Delivery Director

Role: Delivery Director

Location: New York, NY 10020 (onsite)

Mandatory Skills: Service Delivery, Governance, Client management, Financial management, people management, Automation, service improvement.

Job Description:

JD for Service Delivery Director-

• To be based on US customer location and lead team spread across geographies.
• Responsible for end-to-end delivery of IT services in an efficient and timely manner for team working in 24x7 basis.
• Model good leadership to inspire and deliver, develop people, and drive change.
• Lead 100 + technical members spread across geographies.
• Lead and manage the activities of the major works team and appointed delivery contractors in accordance with the Project s SOW, MSA, Management Plan, including the planning, management, and implementation of activities, and ensure timelines are met, works are fit for purpose and comply with statutory and legislative requirements.
• Understand the technology and enterprise infrastructure in- Service Desk, NOC, SOC, DC, security, EUC, Workplace, DBs, Cloud, process team etc.
• Develop detailed project budget and forecast / milestones, monitor and control project costs, report on expenditure and address any slippage issues.
• Key focus on Direct Gross Margin Improvement. Revenue increase and Cost reduction through various levers.
• Escalation management and client relationships.
• Identify areas of New GenAI, Automation and client value adds.
• Should be able to lead and drive the technical team. Should be able have face to face session, meetings with client leadership.
• Work as single point of contact for customer and front-end delivery.
• Management experience and at least 1 technology experience in - Data Centers management, Security and Compliance projects, network management & operations, disaster recovery, service transition and Vendor management.
• Proficient in collaborating between business partners, customers, end-users, application migration, and technical team members to develop and implement high quality ITprojects.
• Worked as Delivery Director for core Infrastructure and Application Environment deployed at customer location.
• Provides leadership to project staff including project engineers, vendors, and partners.
• Worked on Cost Optimization Program and managing right resource allocation of theproject.
• Guide team to derive meaningful insights from trend analysis for Incident, problem and change management.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the Customer/Management.
• Ensure Incident, Service Request, Problem changes are implemented as per SLA and are met and exceeded.
• Good knowledge on ITIL and Agile methodology.
• Driving and leading customer calls, on daily, weekly, monthly, quarterly basis.
• Mentor and motivate the team for performing as per contract. If need be providing, required training to team.
• Be a part of Priority 1 Incident.
• Attend CAB meeting whenever required.
• Manages the staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Coordinates training requirements of team.
• Leads and provide guidance on the internal and external Audit.
• Excellent interpersonal skills. Willing to own and lead the team to the journey of Hexaware and customer success.