Service Delivery Director

About the role

The Service Delivery Director is a critical role responsible for ensuring the successful delivery of the Technology related components, including but not limited to the handover between the project team to the operations team of technology solutions, and designing, establishing, and maturing a global service delivery function. The role requires a deep understanding of IT domains (infrastructure, security, architecture, etc.) and the ability to manage cross-functional Technology teams to support business goals.

Responsibilities

• Oversee the end-to-end handover process from Project Dawn delivery across multiple technology partners, ensuring service excellence and adherence to project timelines.
• Work with the Wider Technology team and Business functions to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
• Design and implement a comprehensive service delivery framework that includes best practices, methodologies, and processes to ensure consistency, efficiency, and high-quality service delivery across all projects and initiatives.
• Foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders, engaging them in the design and implementation of the service delivery function.
• Drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.
• Provide leadership and guidance to the service delivery team, fostering a culture of collaboration, excellence, and high performance.
• Identify and mitigate risks related to service delivery, ensuring compliance with industry standards and regulations.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.
• Oversee the end-to-end software delivery process across multiple technology partners, ensuring service excellence and adherence to project timelines.
• Implement and maintain governance structures for software delivery, ensuring compliance with industry best practices such as Agile, DevOps, and ITIL.
• Manage incident, problem, and change management processes related to software services.
• Manage and communicate release schedules, ensuring transparency across all stakeholders.
• Be willing to take on additional tasks as required by Uniphar business.
• Qualifications & Experiences
• Bachelor's degree in computer science, IT, computer engineering, or a related field
• 10+ years of proven experience in service delivery management, with a focus on large-scale ERP implementations.
• Strong understanding of SAP transport management, release cycles, and landscape strategies
• Strong understanding of Service Now and service management platforms
• Expertise in designing and implementing service delivery frameworks, including best practices, methodologies, and processes
• Experience in defining and managing quality gates and Path to Live processes
• Proficiency in change and release management frameworks, such as ITIL
• Ability to work across multi-tier environments and manage complex dependencies
• Experience with automation tools for release and deployment management
• Knowledge of Continuous Integration and Continuous Delivery (CI/CD) pipelines
• Working knowledge of a range of technologies, including S4, SAP Rise, and Azure
• Strong stakeholder engagement and communication skills
• Proven track record of driving continuous improvement and innovation within service delivery functions
• Ability to analyse performance metrics and generate actionable insights
• Key Skills & Competencies:
• Strategic Vision and Planning: Ability to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
• Stakeholder Engagement and Collaboration: Excellent communication and stakeholder management skills, with the ability to foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders.
• Leadership and Team Development: Strong leadership and team management capabilities, with a focus on developing the team's skills and capabilities, fostering a culture of collaboration, excellence, and high performance.
• Continuous Improvement and Innovation: Ability to drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.
• Risk Management and Compliance: Expertise in identifying and mitigating risks related to service delivery, ensuring compliance with industry standards and regul

Benefits

Additional Information

Service Delivery Director Full Time Permanent Role Citywest Office

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