Director of Global Service Delivery
hace 4 días
GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver innovative solutions that leverage advanced cloud, networking and security technologies to meet the evolving needs of our clients.
We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. Our team serves thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options.
Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices.
Role Summary
The Service Delivery team is responsible for delivering orders placed by GTT clients to a high standard, ensuring that GTT recognizes the associated revenue in a reliable and predictable manner and that the client experience is excellent, leading to those clients acting as references regarding the ability for GTT to deliver on its promises and placing more orders on GTT.
This leadership role provides responsibility for the Service Delivery organization across the product portfolio, specifically delivering the products and services for clients aligned to the US sales division with an emphasis on providing an exceptional customer experience.
Main Responsibilities:
- Build teams capable of delivering on the goals as directed by the SVP of Service Delivery.
- Business travel to participate in customer meetings and flexibility of working hours.
- Developing the EU Service Delivery function to be more proactive and interactive with the customer, including the ability to advise, recommend and implement changes to ensure the client receives optimized output from GTT service delivery team.
- Develop strategies to deliver our products that are efficient, scalable and proactive.
- Create service delivery models that focus on providing an outstanding customer experience.
- Implement automation, leveraging AI, ML and RPA to limit human involvement.
- Build and manage a Service Delivery team that will be committed to delivering on the goals of the clients.
- Minimize GTT's commercial risk and exposure on all projects and programmes.
- Align with US VP to ensure common process and systems and provide the same client experience, independent of where the client is located.
- A positive, upbeat and approachable leader who values their team members and looks to assist their careers, always attempting to balance what is best for the individual and GTT.
- Persuasive, influential and an effective communicator.
- Excellent time management and prioritisation skills.
- A personal focus on continuous improvement and innovation, open to new ideas and techniques for management.
- Excellent written and oral communication skills.
- Significant leadership experience of a team of more than 50 people.
- 10 - 15 years' experience in the IT industry with 5 years senior management experience.
- 5 years' experience working with an international customer base and personnel.
- 5 years' experience with connectivity services and SDWAN or security (Minimum 2 years).
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