Global Service Delivery Director

hace 5 días

Barcelona, Barcelona, España Unilabs A tiempo completo
Job Description

**Job Title:** Global Service Delivery Director

**Job Summary:** We are seeking a highly experienced and skilled professional to lead our Global Service Delivery team at Unilabs. The successful candidate 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-Centric Service Delivery: 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 Governance: Owns service processes and governance (ITIL / ITSM) that are used across the business with a focus on lean improvement and optimisation via automation.
  5. Value for Money: Accountable for value for money delivered across infrastructure – balancing cost and investment to deliver optimised running costs against desired service levels (SLAs).
  6. Platform Infrastructure Delivery: 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.
  8. Partner Relationships: Owns the relationships, work, and performance of key partner infrastructure vendors to enable SLAs to be met.
  9. Service Desk Management: Accountable for the 1st line service desk delivering to the SLAs and hours required by the business.
  10. IT Assets and Licensing: Accountable for IT Assets & Software Licensing ensuring proper coverage and that commercial value is optimised.
  11. Consultancy and Risk Mitigation: Provides consultancy, risk mitigation steering, and acceptance to ensure transition of services into operation meet required standards.
  12. Security and Compliance: 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 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 and 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.
Requirements:
  1. Significant Experience: Significant experience owning and delivering technology platforms in a business.
  2. IT Technology Delivery: Experience in delivering IT technology platforms as a shared / centralised 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 and Qualifications: Relevant experience / qualifications in MS.
  6. Senior Leadership: Ability and comfort with working at senior executive and CxO levels.
  7. Influencing and Collaboration: Ability to influence and break down silos within an organization as well across organizations.
  8. Communication Skills: Strong communication skills in writing, speaking, and presenting.
  9. Analytical and Problem-Solving Skills: Strong analytical, numerical and problem-solving skills as well as the ability to work under pressure.

**Language Skills:** English Fluent. Spanish, French or any other European language, a plus.

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