Service Delivery Director

Service Delivery Director
US - MI - Southfield (preferred)

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 20,000 employees across 77 cities in 30+ countries across the Americas, Europe, Africa, Australia, and Asia.

Job Responsibilities:

  • Develops, communicates and implements the strategic direction of the service delivery operation.
  • Works with Director peers to ensure success for several clients
  • Responsible for overall delivery of all services for assigned clients; including Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services, and more
  • Responsible to ensure SOW (Statement of Work) execution and compliance
  • Supports negotiation efforts with lead coming from Sales
  • Develops and implements strategies and plans that will impact the long-term performance and competitiveness of the organization
  • Provides leadership, direction and coach/mentor for multiple Service Delivery Managers
  • Ensures Service Levels are met/exceeded for each client assigned, works with Service Delivery Managers and teams which execute on a day-to-day basis
  • Ensures services are meeting client expectations as defined in SOW and beyond
  • Interacts with counterparts within the USA, Europe, Asia, and Latin America
  • Participates and provides strong guidance and direction for monthly and quarterly client service reviews
  • Suggests and implements innovations and continuous service improvement ideas
  • Has budget accountability for profit/loss.   Ensure teams provide financial/billing details to sales team.
  • Assist with new launches or new business with client(s)

Skills, Licenses, Knowledge, Education and Training Requirements:

  • Bachelor’s degree or higher
  • Minimum of 5-7 years’ experience working in IT  Sr. management role
  • In-depth understanding of IT industry dynamics
  • Critical thinking and problem solving skills
  • High tolerance/evolved ability to lead and manage ambiguous situations
  • Excellent relationship skills
  • Superior verbal, written, facility and presentation skills
  • Collaboration and team leadership abilities
  • Effective time and project management skills
  • ITIL Foundations experience a plus (for ITO Service Delivery)
  • Some US & International travel (10-15% normal) will be required
  • Energetic and willing to get things done

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