Service Delivery Director (IMS)
Job Description
The Service Delivery Director shall be the single point of contact for the services to be delivered under this Contract and be present at all management meetings. If he is not available, he shall be duly represented by a person of higher authority, who shall have good knowledge of the services to be delivered, status and issues under this contract.
The Service Delivery Director is required to manage a large team of over 100 resources and have strong technical background to manage the complex environment.
Project Delivery
- Review the project lifecycle (initiation, plan, execution, completion)
- Review project schedules, quality plans, budgets, and communication and risk management plans
- Manage issues arising out of scope definition and subsequent disputes that impacted scope, schedule and cost
- Manage issues arising from integration of various components of the project including hardware, software installation, testing, business process review, redesign, application development, migration and data conversion etc.
- Oversee the implementation of the project with regard to schedules, budget, manpower and quality
- Resolve project overrun issues with Senior Management
- Monitor and report on project management progress
- Manage resources in terms of mobilizing resources during different periods of time from team to team to maximize productivity or minimize wastage
Customer/Vendor Management
- Manage contracts and subcontractors
- Effectively engaged stakeholders in project decisions and execution
- Build long-term customer relationships by anticipating and exceeding customer’s expectation
- Negotiate with customers on change control mechanism to meet schedules and prioritize changes based on business needs
Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities
Team Management
- Provide leadership to the project team to ensure that proposals/ enhancements are fully analyzed and evaluated for benefits and costs
- Provide the project team with accurate information about business needs and priorities as well as details about business systems
- Participate in leadership activities and providing performance feedback and developmental coaching
- Monitor and improve team performance, conduct team building, providing leadership, coaching, and performance management
Qualifications
Qualifications
- Degree in Information Systems, Computer Science or equivalent
- Typically 12 years of IT Delivery experience.
- Deep experience in IT operations management experience, especially in the area of infrastructure planning, data centre operations, network, server platform and systems management, preferably with at least ten thousand (10,000) users.
- In addition, the Operations Director shall be ITIL Foundation certified, familiar with ISO 9001 and ISO 27001 and have managed at least one of the reference sites provided by the Tenderer in its Tender Offer.
- Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
- Able to lead, develop and maintain respectful and trusting relationship