Global IT Service Delivery Director

Overview

We are seeking a highly skilled and experienced Global IT Service Delivery Director. As the primary user-facing representative of IT, the individual must have excellent stakeholder management skills, have the gravitas to instill confidence in senior (executive-level) business stakeholders, and be able to diffuse difficult situations. Working in a global outsourced environment the successful candidate will be required to demonstrate the effective control of IT delivery, for example managing major service outages and incidents, in a calm, methodical and professional manner. A very high level of personal organization and professionalism is required, together with a "can-do" attitude and an ability to work to tight deadlines and under pressure. This person must inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.

Responsibilities

• To be a part of the Global IT Leadership Team, and to work in close partnership with peers and other stakeholders to deliver an optimal IT service to the business within available budgets and resource capacity.
• To ensure that Global IT Services are delivered to the highest possible standard across all regions, as measured by excellent satisfaction levels across the business stakeholders, and to act as the senior escalation point for IT delivery issues.
• To ensure that the global Service Delivery team and the constituent team members continue to improve in order to meet the business's evolving support requirements and to support team members' personal development and career satisfaction through recruitment, organisation, training, coaching and appraisals.
• To own the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative processes, standards and technologies.
• To deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement.
• To identify and proactively manage Major Incidents and work with global support teams to quickly and efficiently deliver a resolution, minimise impact, and ensure the speedy resumption of business operations and security of the business assets.
• To gather formal and informal customer feedback via stakeholder meetings and forums in order to ensure that all support issues and ideas are identified and addressed, and then engage with the global IT team and outsourcing partner to identify, plan and deliver solutions.
• To continually maintain and expand a strong working knowledge of currently used and future technologies to provide technically accurate solutions to end-users and to increase IT’s value.
• In conjunction with the Manager Technology Platforms (IT and OT), to ensure fit-for-purpose support contracts are in place for user-facing IT systems, including liaising with suppliers for purchasing, and managing suppliers to ensure that the best quality of service is obtained.
• To define and manage the IT support and training budget.

Qualifications

We are committed to providing an environment of mutual respect and equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. MBS believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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