Service Delivery Director

Overview / Purpose As the Global Head of Service Delivery for Teceze, you will be accountable for the success, reliability, consistency, and profitability of global IT infrastructure services, EUC (End-User Computing) projects, and large staffing engagement operations. You will lead and manage a globally dispersed team of delivery, infrastructure, operations, and project leads. You will ensure that high-value projects (capital, transformation, migrations, rollouts) and ongoing managed services consistently meet or exceed SLAs, budgets, quality standards, and client expectations. You will also design, standardise, and enforce global SOPs (Standard Operating Procedures), ensure best practices, continuous improvement, harmonisation across geographies, and alignment with corporate governance, compliance, and risk frameworks. This is a high-visibility role — you will be interfacing with senior client executives, internal leadership, vendors, and regional delivery teams. Key Responsibilities Here’s a breakdown of core functional and leadership domains: 1. Strategy & Leadership Define and communicate a global service delivery strategy for IT Infra, EUC, and staffing engagements, in alignment with corporate/business objectives. Lead, mentor, and develop senior delivery leads, regional operations heads, project directors. Ensure the delivery organisation is structured, resourced, and capable of scaling with growth. Establish a culture of ownership, accountability, continuous improvement, and client focus. 2. Global Service Delivery & Operations Oversee delivery of global infrastructure services: data centers, networks, cloud/hybrid operations, virtualization, storage, backup, disaster recovery. Oversee global EUC services: device management (PCs, laptops, mobile devices), desktop services, workstation support, remote workforce enablement, endpoint security, software deployments and patching. Lead large staffing engagement operations — managing resource allocation, vendor staffing contracts, subcontractor oversight, on/off boarding, utilization monitoring, bench management. Own SLA monitoring, metrics, reporting, quality assurance, capacity planning, performance tuning. Standardise global methodologies, toolsets, processes (ITIL, change control, incident/problem/major incident management, change advisory boards, escalation processes). Ensure service continuity, disaster recovery, business continuity planning for infrastructure and end-user environments. Manage global operational budgets, resource planning, cost optimisation initiatives, and margin targets. 3. High Value Projects & Transformations Lead and oversee critical global projects: data center migrations, cloud migration, infrastructure upgrades/refreshes, workplace transformations (e.g. EUC rollouts, device standardization, virtualization initiatives). Ensure project governance: planning, risk management, issue resolution, stakeholder engagement, budgets, timelines, resource commitments. Facilitate cross-region coordination, leverage best practices across geographies. Ensure alignment of project delivery to global standards and SOPs. 4. SOP, Standards & Governance Design, implement, and continuously improve global Standard Operating Procedures (SOPs) covering all dimensions of service delivery, change, incident, request, escalation, provisioning, contract governance, vendor management. Ensure global alignment and local adaptation where needed, with version control, roll-out (training, adoption), auditability. Implement governance frameworks (steering committees, review boards, health checks, audits) to maintain compliance, quality, and consistency. 5. Vendor / Partner / Contractor Management Manage global vendor ecosystem: technology vendors, service providers, staffing vendors, subcontractors. Negotiate and manage SLAs, contracts, performance metrics, escalations. Ensure third parties adhere to SOPs, quality standards, security, compliance obligations. 6. Stakeholder Engagement, Reporting & Communication Serve as a senior escalation point for clients, coordinate resolution of major incidents, service disruptions. Present regular reports to executive leadership, board (if needed) on delivery performance, risks, capacity, cost, client satisfaction. Collaborate with other functions: Sales / Pre-Sales, Account Management, Product, HR, Legal, Finance, Security / Risk. Participate in bid and proposal stages: assess delivery feasibility, resource / cost estimations, risk identification, solution viability. 7. Risk, Compliance, Security & Quality Ensure operations conform to relevant compliance and regulatory requirements (e.g. GDPR, ISO standards, cybersecurity). Embed security, privacy, change control, auditing, access controls into all SOPs and processes. Drive quality assurance, root-cause analysis, post-mortem reviews, continuous improvement loops. Monitor and mitigate operational risks, identify dependencies, single points of failure. Key Performance Indicators (KPIs) / Success Metrics Below are potential indicators of success for this role: SLA & SLO compliance (global, regional) Incident / major incident resolution times, Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF) Project delivery metrics: on-time, in-budget, scope adherence, quality defects Utilization / staffing metrics in staffing engagements (billable utilization, bench cost) Cost variance / operational expense as % of budget Profitability / margin on delivery / projects Client satisfaction / CSAT / NPS for service delivery Employee turnover / retention in delivery / operations functions Number of SOPs created / adopted / matured Audit compliance, process adherence, escalations count Vendor performance metrics (SLAs met, penalties, escalations) #teceze #itservices

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