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Director of Global Service Operations Excellence

hace 1 mes

Barcelona, Barcelona, España Unilabs A tiempo completo

**Unilabs is Seeking a Director of Global Service Operations Excellence**

We are looking for an experienced professional to lead our IT service operations team. The ideal candidate will have a strong background in vendor management and service improvement.

**Key Responsibilities:**

  1. Leadership & Management:
  • Lead and manage the IT Service Operations team, including ITSM Specialists and additional operations staff.
  • Oversee daily service delivery operations to ensure alignment with business goals and customer requirements.
  • Mentor and develop the ITSM team to maintain a high level of customer service for internal and external stakeholders.
  • Foster collaboration across teams, ensuring integration and consistency in service delivery.

**Service Delivery Strategy:**

  1. Develop and Implement a Robust Service Delivery Strategy:
  • Develop and implement a robust service delivery strategy that aligns with organizational goals and business needs.
  • Ensure execution on service delivery strategy to ensure timelines are met.
  • Set clear SLAs and KPIs to measure service success.
  • Ensure service delivery aligns with customer expectations and drives business value.

**Vendor Management:**

  1. Manage Relationships with External Vendors:
  • Manage relationships with external vendors such as Kocho, ensuring services are delivered within contract terms and SLAs.
  • Lead vendor negotiations, performance reviews, and escalate issues when necessary to ensure vendor accountability.
  • Collaborate with vendors to foster continuous improvement in service performance.

**Performance Monitoring & Improvement:**

  1. Monitor Performance and Drive Continuous Improvement:
  • Monitor the performance of service operations, using data and KPIs to identify areas for improvement.
  • Work with ITSM Specialists to ensure consistent application of ITSM tools and processes.
  • Drive a culture of continuous improvement, ensuring that services evolve with business needs and technological advancements.

**Requirements:

**We offer a competitive salary of $120,000 - $180,000 per year**, depending on experience and qualifications. We also provide a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

**Required Skills and Qualifications:*

  • Proven experience in leading IT service operations with a strong focus on vendor management and service improvement.
  • Strong knowledge of IT Service Management (ITSM) frameworks, such as ITIL.
  • Experience in managing incidents, problems, and changes within a global IT service environment.
  • Demonstrated success in driving continuous improvement and optimizing processes.
  • Strong leadership and stakeholder management skills, with the ability to manage escalations and communicate effectively.
  • Experience with risk management, compliance, and governance in IT operations.
  • Familiarity with cloud infrastructure, network operations, and end-user support is mandatory.