Service Delivery Director

K ey Responsibilities
Service Delivery Leadership

• Own end-to-end service delivery for the Americas application portfolio.
• Ensure achievement of contractual SLAs, KPIs, XLAs, and business outcome targets.
• Lead service reviews, operational governance meetings, and executive reporting.
• Drive proactive risk management, issue resolution, and escalation management.
• Manage relationships with customer’s business stakeholders, product owners, and technology leaders.
• Ensure high levels of customer satisfaction and service reliability.
• Drive growth through credibility and trust.

SDLC Governance & Application Delivery

• Govern our Software Development Life Cycle (SDLC) across application enhancements, maintenance, testing, deployment, and production support.
• Ensure adherence to Agile, DevOps, and release management practices.
• Oversee demand intake, estimation, prioritization, planning, testing, deployment, and post-implementation reviews.
• Drive automation and AI-enabled delivery improvements.
• Collaborate with architecture, product management, and business teams to align technology investments with business objectives.
• Ensure deployment quality through robust testing, release controls, and change validation processes.

I TIL Service Management Leadership

• Champion ITIL best practices across:

o Incident Management o Major Incident Management o Problem Management o Change Enablement o Service Request Management o Knowledge Management o Service Level Management o Continuous Service Improvement

• Lead root cause analysis efforts and corrective action plans.
• Drive reduction of recurring incidents and technical debt.
• Ensure operational processes are documented, measured, and continually improved.

Operational Excellence & Continuous Improvement

• Establish metrics-driven governance focused on availability, reliability, service quality, customer experience, and business value.
• Identify automation opportunities using AI, analytics, and DevOps practices.
• Lead service improvement initiatives that increase efficiency, reduce risk, and improve user experience.
• Implement proactive monitoring, predictive analytics, and operational insights to improve application stability.

Stakeholder & Relationship Management

• Act as the trusted advisor for application services within the Americas region.
• Partner closely with customer’s business leaders, product owners, and regional stakeholders.
• Communicate service performance, risks, roadmap progress, and improvement opportunities.
• Facilitate alignment between business priorities and technology delivery teams.
• Support strategic planning, portfolio management, and optimization initiatives.

Team Leadership

• Lead geographically distributed delivery teams across onshore and offshore locations.
• Develop high-performing support and feature delivery squads.
• Mentor technical leads, service managers, and application specialists.
• Foster a culture of accountability, innovation, collaboration, and customer centricity.
• Manage staffing, capacity planning, succession planning, and performance management.