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
Qualifications:
- 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
