Global Service Delivery Director

hace 5 días

Barcelona, Barcelona, España Unilabs A tiempo completo
Job Description

Job Title: Global Service Delivery Director

Company: Unilabs

Job Type: Full-time

Location: Remote (Global)

About the Role:

We are seeking a highly experienced and skilled Global Service Delivery Director to join our team at Unilabs. As a key member of our Global IT team, you will be responsible for delivering a secure, cost-effective, modern, automated technology infrastructure supported by a robust and efficient service delivery capability.

Key Responsibilities:

  1. Technology Infrastructure Delivery: Accountable for delivering modern technology infrastructure and services across the businesses, including the delivery of end-user technology to enable colleagues and workplace.
  2. Customer Experience: Delivering technology that enables seamless service to customers, suppliers, and colleagues, focusing on a high-quality customer experience.
  3. Quality and Efficiency: Drives quality and efficiency in technology solutions delivered, ensuring that they meet architecture and security standards.
  4. Service Processes and Governance: Owns service processes and governance (ITIL / ITSM) that are used across the business with a focus on lean improvement and optimization via automation.
  5. Value for Money: Accountable for value for money delivered across infrastructure – balancing cost and investment to deliver optimized running costs against desired service levels (SLAs).
  6. Platform Infrastructure: Owns delivery of platform infrastructure, technology, and service to meet or exceed the agreed SLAs.
  7. Continual Improvement: Oversees continual improvement and update (evergreening) of all platforms under management – ensuring that technical debt and risk is reduced to acceptable levels or removed entirely.
  8. Partner Relationships: Owns the relationships, work, and performance of key partner infrastructure vendors to enable SLAs to be met, underpinned by contract and commercial arrangements.
  9. Service Desk: Accountable for the 1st line service desk delivering to the SLAs and hours required by the business, covering capture and overall management of incidents and requests for all services.
  10. IT Assets and Software Licensing: Accountable for IT Assets & Software Licensing ensuring proper coverage and that commercial value is optimized.
  11. Consultancy and Risk Mitigation: Provides consultancy, risk mitigation steering, and acceptance to ensure transition of services into operation meet required standards.
  12. Security: Work closely with Group CISO to ensure the security of Unilabs systems.
  13. Workplace Technology: Workplace technology, cloud, and network platform management and service delivery.
  14. Technical Leadership: Technical leadership and steering across infrastructure.
  15. Commercial Management: Commercial management of platforms and operation – including IT assets, licensing, and vendors.
  16. ITIL Process Ownership: ITIL process ownership and governance for key operational and transition processes.
  17. Service Catalogue Management: Service Catalogue Management - provide a single, consistent source of agreed IT services with the business.
  18. Incident and Service Request Management: Incident and service request management.
  19. Event Monitoring and Management: Event monitoring and management.
  20. Problem Record Management and Resolution: Problem record management and resolution.
  21. Major Incident/Problem Ownership: Ownership and resolution of major incidents/problems.
  22. Service Quality Gate and Acceptance: Service quality gate and acceptance of service changes from BU delivery functions.
  23. Service Level Management: Service Level Management - service reviews and improvement with internal and 3rd party providers.
  24. Risk, Business Continuity, and IT Service Continuity Planning: Risk, Business Continuity, and IT Service Continuity Planning in relation to infrastructure.
  25. Security Standards: Adhere to security standards.
  26. Backup Regime: Robust 3-2-1 backup regime.

Requirements:

  1. Experience: Significant experience owning and delivering technology platforms in a business.
  2. IT Technology Platforms: Experience in delivering IT technology platforms as a shared / centralized service.
  3. Commercial Acumen: Commercially astute, with experience of owning relationships with technology vendors / SIs in different tiers.
  4. Technology Sourcing: Experience in technology sourcing.
  5. Relevant Experience/Qualifications: Relevant experience / qualifications in MS.
  6. Senior Executive and CxO Level: Ability and comfort with working at senior executive and CxO levels.
  7. Influencing and Breaking Down Silos: Ability to influence and break down silos within an organization as well as across organizations.
  8. Business Value Results: Ability to focus on business value results, rather than solutions.
  9. Energy, Focus, Assertiveness, and Diplomacy: Energy, focus, assertiveness, and diplomacy.
  10. Business and Function Disciplines: Must demonstrate acumen in business and function disciplines.
  11. Communication Skills: Strong communication skills in writing, speaking, and presenting.
  12. Analytical, Numerical, and Problem-Solving Skills: Strong analytical, numerical, and problem-solving skills as well as the ability to work under pressure.

Language Skills:

  1. English: English Fluent.
  2. Spanish, French, or any other European language: Spanish, French, or any other European language, a plus.

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