Service Delivery Director

Direct message the job poster from AVASO Technology Solutions

AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.

Position Overview:

The Senior Director, EMEA Service Delivery is crucial in the operational execution and continuous improvement of our EMEA service delivery functions. The Senior Director will lead a significant portion of our geographically dispersed service delivery teams, ensuring the consistent, high-quality, and efficient delivery of IT services to our diverse client base. This individual will be instrumental in driving customer experience excellence, optimizing delivery processes through automation, managing the region’s P&L, ensuring client payments are made in time, and supporting the strategic objectives of the global service organization.

Key Responsibilities:

Operational Leadership & Execution:

• Lead a team of Service Delivery Managers (SDM) assigned to the region and provide them guidance and support to grow their business.
• Manage a large, multi-country client service delivery portfolio, ensuring operational excellence, adherence to SLAs, and timely project completion.
• Implement and enforce established operational processes, methodologies (e.g., ITIL, Agile, Dev Ops), and best practices to optimize efficiency and effectiveness within their assigned regions/service lines.
• Drive the successful delivery of various IT services, including break-fix services, dispatch services, managed services, cloud services, project management, application development and maintenance, infrastructure services, cybersecurity, and digital transformation initiatives.
• Monitor key performance indicators (KPIs) and metrics, proactively identify areas for improvement, and implement corrective actions to enhance service delivery performance.
• Oversee resource allocation, project scope, and issue resolution within their operational domain.
• Apply the Kaizen methodology and become an advocate and evangelist of XLA.
• Work closely with project management, engagement management, and implementation teams to ensure seamless service onboarding and delivery.

Customer Experience Excellence & Innovation:

• Build and maintain strong relationships with key EMEA clients, acting as a senior escalation point for critical issues and ensuring high levels of client satisfaction.
• Act as a strong advocate for customers, representing the voice of the client internally and influencing stakeholders to resolve issues and deliver value.
• Support the identification of opportunities to expand service offerings and deepen client relationships, focusing on delivering customer experience excellence at every touchpoint.
• Champion the adoption of automation technologies and innovative delivery models to enhance service quality, accelerate delivery, and create a seamless customer journey.
• Manage the P&L for EMEA, and contribute to budgeting, forecasting, cost control, and revenue optimization efforts.
• Identify and implement cost efficiencies without compromising service quality or the pursuit of customer experience excellence.
• Conduct a real-life financial analysis of all activity to ensure costs allow EMEA to meet its margin targets.
• Directly manage and mentor a team of service delivery managers and professionals, fostering a high-performance culture.
• Lead by example, promoting collaboration, accountability, and continuous professional development within the team.
• Make sure EMEA is ready to ramp up operations and support additional clients within the geography.
• Support talent acquisition, retention, and succession planning efforts for critical roles within their teams.
• Ensure teams are adequately trained on new product enhancements and processes, including automation tools and digital…