Director - Service Delivery

2 weeks ago

London, United Kingdom DS Smith Full time

About the role

Here at DS Smith we are looking for a highly experienced Service Delivery Director to join our team. Reporting directly to the Operations IT Director, the Service Delivery Director is responsible for all IT Operations Service Delivery across DS Smith, and will as such cover more than 30 countries, and lead the in-house Service-delivery team of c10 FTE and outsourced service provider’s performance against agreed SLA’s/KPI’s

This role is a key leadership IT position within the DS Smith IT function.

The DS Smith IT function is delivering significant change in the way our service is delivered; moving from being an exclusively internal, and dispersed organisation to a consistent and streamlined setup, utilizing core internal resources and a strong external partner. Our vision is to provide customer centric IT solutions and service that represent value for money and enable the organisation to win and retain business.

As the Service Delivery Director, you will lead a number of teams responsible for Service Delivery, working closely together with our outsourced partner. You will provide strength of leadership and management expertise through a distributed team of specialists and third-party service providers.

You will own the service delivery strategy, establishing maturity and guaranteeing the quality assurance and process compliance. In conjunction, you will ensure Service Level Agreements are agreed and in place by all business and IT stakeholders. You will be a natural point of contact for the service delivery function, owning all key communications from IT Operations into the business. You and your team will drive service continuity, ensuring problems and incidents are investigated and resolved.

About you- Highly experienced IT Leader- Experienced in Service Delivery Management- Experienced in managing within a multi-national matrix organisation- Demonstrable experience in delivery IT change within an organisation- Experience of leading and collaborating with external IT suppliers- A keen focus on customer experience

**Benefits**:
- Competitive salary- Company bonus- Car allowance- Private Medical Insurance- Pension scheme- Life assurance- Income protection- 25 days holiday plus bank holidays- Annual Cycle to Work Scheme- Electric Car Scheme

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