The Head of I&D Service Delivery is accountable for the leadership and operational management of IT service delivery within the Shared Service Center. This role is pivotal in ensuring the seamless and efficient delivery of IT services, including Applications Support, Digital Workplace, IT Operations, and Service Performance & Reporting. The individual in this position is responsible for developing and implementing service delivery strategies that align with organizational goals, driving performance excellence, and ensuring a high level of user satisfaction. By fostering a culture of continuous improvement and innovation, the Head of I&D Service Delivery ensures that IT services not only meet but exceed the needs and expectations of the business. This position requires a dynamic leader who can effectively manage diverse teams, navigate complex IT environments, and drive initiatives that enhance service quality and operational efficiency.
Business Complexity
Context Operating within a complex and dynamic IT environment, the Head of I&D Service Delivery must navigate multifaceted challenges including diverse technological landscapes, evolving business needs, and stringent service level requirements. This role requires a deep understanding of IT service management, robust leadership capabilities, and the ability to drive continuous improvement across various service delivery functions.
Key Responsibilities: • Lead and manage the Applications Support, Digital Workplace and IT Operations, as well as the Service Performance & Reporting. • Develop and implement strategic plans for service delivery, aligning with organizational goals. • Ensure high levels of performance and reliability in IT services, meeting or exceeding service level agreements (SLAs). • Foster a culture of continuous improvement, innovation, and excellence in service delivery. • Oversee incident, problem, service request fulfillment and access management processes, ensuring timely resolution and minimal business disruption. • Collaborate with stakeholders to understand business requirements and translate them into effective IT service solutions. • Monitor and analyze service performance metrics, driving data-driven decision-making and improvements.
• Manage budgets and resources efficiently, ensuring cost-effective service delivery. • Ensure compliance with industry standards, regulatory requirements, and internal policies. • Drive the adoption of best practices and emerging technologies in service delivery. • Lead initiatives to enhance user experience and satisfaction with IT services. • Develop and maintain strong relationships with key vendors and partners. • Ensure effective communication and collaboration across all teams and stakeholders. • Mentor and develop team members, fostering professional growth and skill development. • Present regular reports on service performance, issues, and improvement plans to senior management.
Core KPIs: • Percentage of IT-enabled business simplification opportunities successfully implemented. • Cost savings achieved through IT application rationalization initiatives. • Time-to-market for new ERP, CTRM and digital technology implementations. • Stakeholder satisfaction with IT application management and delivery services.
Stakeholder
Collaboration
• Service Level Agreement (SLA) compliance rate • User satisfaction scores. • Incident resolution time within SLA. • Cost efficiency in service delivery. • Not Applicable
“What you bring” The Head of I&D Service Delivery brings a wealth of experience in IT service management, strong leadership skills, and a track record of driving operational excellence. This individual possesses the ability to manage complex IT environments, lead diverse teams, and implement strategic initiatives that align with business objectives. They are adept at fostering a culture of continuous improvement and are committed to delivering high-quality IT services that enhance user satisfaction and drive business success.
Knowledge &Experience • Bachelor’s degree in engineering, computer science. Master’s degree in business administration will be a plus. • ITIL certified or relevant demonstrable industry experience. • Proven experience of at least 12-15 years in Service Delivery Management within a Shared Service Center. • 10+ years’ experience in managing applications support, IT operations, digital workplace, and service performance functions. • Demonstrated ability and at least 10+ years of experience in leading and managing a team of professionals/ experts. • Proven track record of driving service excellence and operational improvements. • Experience in managing budgets and resources effectively. • Excellent written and verbal English language proficiency.
Skills
• Demonstrates strong leadership skills, with the ability to manage and motivate diverse teams, fostering a collaborative and high-performance work environment. • Capable of developing and executing strategic plans that align with organizational objectives and drive service delivery excellence. • Proficient in managing incidents, problems, and service requests effectively, ensuring minimal disruption to business operations. • Skilled in monitoring service performance metrics, analyzing data, and making informed decisions to drive continuous improvement. • Experienced in building and maintaining strong relationships with vendors and stakeholders, ensuring effective collaboration and service delivery. • Excellent communication skills, with the ability to convey complex information clearly and effectively to various audiences. • Adept at managing budgets and resources efficiently, ensuring cost-effective service delivery without compromising quality. • Committed to fostering a culture of innovation and continuous improvement, constantly seeking ways to enhance service delivery and user satisfaction.
• Knowledgeable in industry standards and regulatory requirements, ensuring compliance to Cybersecurity standards and managing risks effectively within the IT service delivery framework.
Competencies &
Proficiency Level • Leadership (Advanced): Ability to inspire and motivate teams to achieve goals. • Strategic Thinking (Advanced): Capacity to develop long-term plans and objectives aligned with organizational strategy. • Collaboration (Advanced): Skill in working effectively with cross-functional teams to achieve common objectives. • Problem Solving (Advanced): Capability to analyze complex issues and develop practical solutions. • Communication (Advanced): Proficiency in conveying information clearly and persuasively to diverse audiences. Note: Recommended proficiency levels: Beginner, Intermediate, Advanced, Expert, Master.
Values &
Behaviors • Leadership & Team Management • Data-Driven Decision-Making • Collaboration • Accountability & Ownership • Continuous Improvement & Transformation • Proactive Problem-Solving Mindset • Innovation and Adaptability
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