Global IT Service Delivery Director

We are seeking a highly skilled and experienced Global IT Service Delivery Director.

Job Summary

As the primary user-facing representative of IT, the individual must have excellent stakeholder management skills, have the gravitas to instill confidence in senior (executive-level) business stakeholders, and be able to diffuse difficult situations.  Working in a global outsourced environment the successful candidate will be required to demonstrate the effective control of IT delivery, for example managing major service outages and incidents, in a calm, methodical and professional manner.

A very high level of personal organization and professionalism is required, together with a 'can-do' attitude and an ability to work to tight deadlines and under pressure.  This person must inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

Responsibilities:

·       To be a part of the Global IT Leadership Team, and to work in close partnership with peers and other stakeholders to deliver an optimal IT service to the business within available budgets and resource capacity.  

·       To ensure that Global IT Services are delivered to the highest possible standard across all regions, as measured by excellent satisfaction levels across the business stakeholders, and to act as the senior escalation point for IT delivery issues.

·       To ensure that the global Service Delivery team and the constituent team members continue to improve in order to meet the businesses evolving support requirements and to support team members' personal development and career satisfaction through recruitment, organisation, training, coaching and appraisals.

·       To own the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative processes, standards and technologies

·       To deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement.

·       To identify and proactively manage Major Incidents and work with global support teams to quickly and efficiently deliver a resolution, minimise impact, and ensure the speedy resumption of business operations and security of the business assets.

·       To gather formal and informal customer feedback via stakeholder meetings and forums in order to ensure that all support issues and ideas are identified and addressed, and then engage with the global IT team and outsourcing partner to identify, plan and deliver solutions.

·       To continually maintain and expand a strong working knowledge of currently used and future technologies to provide technically accurate solutions to end-users and to increase IT’s value

·       In conjunction with the Manager Technology Platforms (IT and OT), to ensure fit-for-purpose support contracts are in place for user-facing IT systems, including liaising with suppliers for purchasing, and managing suppliers to ensure that the best quality of service is obtained.

·       To define and manage the IT support and training budget.

Qualifications:

·       Bachelor’s degree in Computer Science, Information Technology, or related field (Master's degree preferred).

·       Demonstrated success over 10+ years in leading, building and managing a busy, well-structured service delivery function across multiple locations.

·       Minimum 5 years' experience of having delivered ITIL-based IT services in outsourced environment.

·       It is expected that the post-holder will have relevant ITIL qualifications: ITIL V3 Certified professional, ISO 20000 professional or itSM certification.

·       Strong leadership skills with the ability to inspire and motivate teams towards achieving common goals.

·       Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.

·       Strong analytical problem-solving skills with the ability to methodically and logically draw conclusions.

·       Able to plan and execute effective strategies that have led to measurable business growth.

·       Able to negotiate demand and priorities with stakeholders.

·       Past hands-on experience in delivering products and services, including proactive vendor management and negotiation.

·       Demonstration of having identified and delivered innovation which delivered tangible business benefits.

·       Demonstration of extensive knowledge of current issues and trends in IT services, including security, data protection, etc.

·       Excellent working knowledge (desirable) of IT systems such as:

o   ServiceNow, SAP, Microsoft Azure, Windows 11, and Office 365

o   networking technologies (wired and wireless)

o   remote working technologies – e.g. Zscaler and dual-factor authentication

o   mobile devices including iPhone

We are committed to providing an environment of mutual respect and equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. MBS believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.