Director of Global Service Operations Excellence
hace 12 horas
**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:**
- 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:**
- 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:**
- 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:**
- 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.
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