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Lead a high-performing service delivery organisation that drives exceptional customer experiences, operational excellence, and successful outcomes across a complex technology portfolio.
We are seeking an experienced Director, Service Delivery to provide leadership for the delivery of products and services across the European business. This is a strategic leadership role focused on ensuring customers receive a consistent, high-quality experience while driving operational efficiency, scalability, and commercial performance. You will lead teams responsible for delivering complex customer solutions, champion service innovation, and help shape the future of service delivery through process improvement and automation initiatives.
About the Role
As Director, Service Delivery, you will be responsible for leading the Service Delivery organisation supporting customers across the European sales division. Working closely with customers, internal stakeholders, and senior leadership, you will develop scalable delivery strategies, enhance customer engagement models, and ensure projects and programmes are delivered successfully. You will play a key role in driving transformation through automation, process optimisation, and the adoption of emerging technologies, while maintaining a strong focus on customer satisfaction and business outcomes.
Key Responsibilities
Lead and develop Service Delivery teams to achieve operational, customer, and business objectives.
Foster a proactive and customer-focused approach that maximises the value customers receive from delivered services.
Develop and implement service delivery strategies that are efficient, scalable, and aligned with business goals.
Create service delivery models that promote an outstanding customer experience.
Drive automation initiatives through the adoption of AI, Machine Learning, and Robotic Process Automation (RPA) technologies.
Minimise commercial risk and exposure across projects and programmes through effective governance and leadership.
Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions.
Ensure effective management of project planning, change management, scope control, risk management, and service delivery governance.
Maintain effective customer escalation paths and ensure services are delivered on time and within agreed scope.
Build strong relationships with customers and internal stakeholders to support successful project and programme delivery.
Drive continuous improvement initiatives that enhance operational performance and customer outcomes.
Establish and monitor key performance indicators that measure service delivery effectiveness and customer satisfaction.
What We're Looking For
Essential Experience
Leadership experience managing large-scale teams.
5 - 10 years’ experience in the IT industry with 5 years management experience.
5 years’ experience working with an international customer base and personnel.
5 years’ experience with connectivity services and SDWAN/security (Minimum 2 years).
Proven leadership and management skills with direct Service Delivery experience.
Demonstrated ability to perform effectively under pressure while making informed decisions and managing escalations.
Proven experience handling senior-level customer relationships and complex customer escalations.
Ability to motivate teams and build strong cross-functional relationships across global organisations.
Proven knowledge of process improvement and automation within delivery and operational…