Director of Service Delivery Management

Job description

We are seeking a Director of Service Delivery Management to join our team in Bengaluru, India. This critical leadership role is responsible for overseeing and optimizing our service delivery operations, ensuring high-level customer satisfaction, and driving continuous improvement across the organization. • Develop and implement strategic plans to enhance service delivery efficiency and effectiveness • Lead and manage a team of service delivery professionals, fostering a culture of excellence and continuous improvement • Establish and rigorously monitor key performance indicators (KPIs) to measure service delivery success and identify areas for improvement • Collaborate with cross-functional teams to ensure alignment of service delivery with overall business objectives • Manage critical relationships with key stakeholders, including clients, vendors, and internal departments • Oversee budget planning and resource allocation for service delivery operations with strict adherence to financial guidelines • Implement and maintain best practices in IT service management while staying abreast of industry trends • Identify, assess, and mitigate risks associated with service delivery processes • Spearhead process improvement initiatives to optimize service delivery and customer satisfaction • Ensure strict compliance with relevant industry standards and regulations • Bachelor's degree in Business Administration, Information Technology, or a related field is mandatory; Master's degree is strongly preferred • Minimum of 10 years of experience in service delivery management, with no less than 5 years in a senior leadership capacity • Demonstrable history of successfully spearheading and optimizing service delivery operations • Comprehensive understanding of IT service management principles and best practices is essential • Experience in US Helathcare and MedTech industry • Superior project management capabilities, including the ability to effectively manage multiple high-priority initiatives concurrently • Extensive experience in strategic planning and flawless execution • Advanced proficiency in developing, analyzing, and interpreting complex performance metrics and KPIs • Exceptional stakeholder management and communication skills are imperative • Proven expertise in budget management and resource allocation • In-depth knowledge of process improvement methodologies and tools • Thorough understanding of risk management principles in service delivery contexts • Demonstrated ability to build, lead, and inspire high-performing teams • Advanced customer relationship management skills • Comprehensive knowledge of technology industry trends and their implications on service delivery • Exceptional problem-solving and decision-making capabilities • Proven ability to thrive and excel in a fast-paced, dynamic environment