Overview:
nscglobal is currently looking for a Senior Service Delivery Director to join our growing company.
nscglobal provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with corporate headquarters in London. Please review our website at www.nscglobal.com for more information on our organization.
This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication. Has the ability to provide comprehensive status reporting to the customer and NSC Global leadership team. Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees. Will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met. Complete billing responsibilities in a timely manner and lead collective activities as necessary.
Responsibilities:
KEY RESPONSIBILITIES:
- To coordinate all resources of the program (including off-shore)
- To orchestrate end-to-end-services for the involved program (top of stack)
- Manage the cooperation between programs to ensure usage of standard methods and tools wherever applicable
- Ensure that account specific processes are applied at all relevant scope
- Evaluate and manage service requests
- To drive completion of service acceptance, technical assurance and handover processes Being the SPOC in case of escalations & major incidents
- Act as the next level of escalation for program specific technical teams for all service mgmt. processes
- Ensure that the Root Cause Analysis for the program specific services are performed
- Raise problem records whenever identified
- Raise request for changes, assess, prepare, present the change in the CAB to get the approval
- Identify and manage all required resources for change planning and execution (including testing, approval and back out plans)
- Ensure the quality of asset management requirements in the respective towers
- Ensure the CAP planning of the account in the tower on the component level and provision to Manager
Qualifications:
- 5 - 7 years of equivalent working experiences/ certifications
- Has had Budget or project- and financial accountability
- Experience in handling multiple projects and running current services in the past
- Portal, virtualization, application database or hardware knowledge
- Has done ITIL Foundations or ISO certification, completed Project Management with working experience or similar courses
- CRM Experience
- Experienced in preparing and leading customer meetings regional or global
- Experienced in having discussions on C-Level
- Escalation management internal and external
- Is very familiar with skill assessment as required by account and can identify skill improvements for individuals and as a team.
- Experience in Hardware and Software Migration is an asset
- Act as single interface to all delivery programs under remit
- Scrum, Lean, Six-Sigma, TQM principles you know
- Experience in implement relevant policies and standards including compliance against security policies
- University degree in IT systems /Business/ Management is a plus