Global Service Operations Director

hace 1 día

Barcelona, Barcelona, España Unilabs A tiempo completo

Job Title: Global Service Operations Director

About the Role:

The Global Service Operations Director will be responsible for managing the day-to-day IT service delivery, ensuring alignment with strategic goals, and optimizing operational processes. This role focuses on executing the service delivery strategy, managing vendors, ensuring risk and compliance, and driving continuous performance 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 that aligns with organizational goals and business needs.
  2. Ensure execution on service delivery strategy to ensure timelines are met.
  3. Set clear SLAs and KPIs to measure service success.
  4. Ensure service delivery aligns with customer expectations and drives business value.

Vendor Management:

  1. Manage relationships with external vendors, ensuring services are delivered within contract terms and SLAs.
  2. Lead vendor negotiations, performance reviews, and escalate issues when necessary to ensure vendor accountability.
  3. Collaborate with vendors to foster continuous improvement in service performance.

Performance Monitoring & Improvement:

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

Requirements:

Key Qualifications and Skills:

  • 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.
  • Relevant certifications in ITIL, vendor management, or process optimization (preferred).

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