A leading organisation is undertaking a multi-year transformation program focused on modernising its supply chain capabilities and building a robust digital core. Central to this transformation is the upgrade to SAP S/4HANA and the launch of a new national distribution facility.
The Service Delivery Director will play a pivotal role in ensuring the successful handover and long-term operational support of the technology components underpinning this transformation. Acting as the primary bridge between program delivery and Technology Operations, this role focuses on driving service excellence, operational maturity, and effective stakeholder engagement.
Beyond the scope of the transformation project, this position will also lead the development and global implementation of a high-performing service delivery function across the organisation's technology landscape, encompassing people, process, and platforms.
Key Responsibilities
You will oversee the end-to-end handover process from program delivery to technology operations, ensuring service excellence and adherence to project time lines.
You will work with the wider Technology team and Business functions to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
You will design and implement a comprehensive service delivery framework that includes best practices, methodologies, and processes to ensure consistency, efficiency, and high-quality service delivery across all initiatives.
You will foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders, engaging them in the design and implementation of the service delivery function.
You will drive continuous improvement and innovation by analysing performance metrics, identifying areas for enhancement, implementing best practices, and leveraging new technologies and methodologies.
You will provide leadership and guidance to the service delivery team, fostering a culture of collaboration, excellence, and high performance.
You will identify and mitigate risks related to service delivery, ensuring compliance with industry standards and regulatory requirements.
You will establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of service delivery, and present performance reports and improvement plans to stakeholders.
You will oversee the end-to-end software delivery process across multiple technology partners, ensuring service excellence and alignment with release schedules.
You will implement and maintain governance structures for software delivery, ensuring compliance with frameworks such as Agile, DevOps, and ITIL.
You will manage incident, problem, and change management processes related to software services.
You will manage and communicate release schedules, ensuring transparency across all stakeholders.
You will take on additional tasks as required to support wider business needs.
Key Skills & Competencies
Strategic Vision and Planning: Ability to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
Stakeholder Engagement and Collaboration: Excellent communication and stakeholder management skills, with the ability to foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders.
Leadership and Team Development: Strong leadership and team management capabilities, with a focus on developing the team's skills and capabilities, fostering a culture of collaboration, excellence, and high performance.
Continuous Improvement and Innovation: Ability to drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.
Risk Management and Compliance: Expertise in identifying and mitigating risks related to service delivery, ensuring compliance with industry standards and regulations.
Performance Monitoring and Reporting: Proficiency in establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.
Customer Service Orientation: Strong customer service orientation with a proactive approach to issue resolution.
Analytical Skills: Ability to analyse data and generate actionable insights.
Adaptability and Resilience: Adaptability and ability to work under pressure, with a focus on problem-solving and decision-making abilities.
Financial Acumen: Financial acumen and ability to manage budgets effectively.
Qualifications & Experience
Bachelor's degree in Computer Science, IT, Engineering, or a related field.
10+ years of proven experience in service delivery management, ideally within large-scale ERP transformation programs.
Strong understanding of SAP transport management, release cycles, and landscape strategies.
Experience with SAP Rise, Azure, and multi-tier technology environments.
Proficiency with service management platforms such as ServiceNow.
Strong knowledge of ITIL frameworks and governance processes for change and release management.
Experience managing complex dependencies and software delivery in large organisations.
Familiarity with CI/CD pipelines and automation tools for release and deployment.
Demonstrated success in leading and scaling service delivery functions at a global level.
Proven track record of innovation and continuous improvement in service operations.
The Next Step for you:
Should this position be of interest to you, please forward your CV to Cian Parnell at GCS Recruitment specialists at [email protected] or call on 01901 4401.
GCS is acting as an Employment Agency in relation to this vacancy.
Service Delivery Director
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