Global Service Delivery Director

Global Service Delivery Director | XX870 Barcelona, Catalonia

We have high ambitions for the 3 coming years and in order to support this future growth, we need to reinforce our Global IT team. Therefore, we are creating a new position and need to recruit a high calibre professional to help make this journey successful.

Reporting to the Chief Information Officer (CIO), the Global Service Delivery Director is responsible for delivering a secure, cost effective, modern, automated technology infrastructure supported by a robust and efficient service delivery capability.

At its heart is the need to leverage Unilabs size and scale to deliver better customer service, more secure, reliable and robust infrastructure operations AT a significantly lower cost than the current in-market operations.

The individual will bring technology excellence, leadership, an entrepreneurial and strategic mindset and significant technology delivery knowledge to the organization.

Their key focus is to ensure that the business is able to derive value and make excellent use of technology by delivering high-quality, efficient and innovative IT platforms supported through an effective and well-automated service delivery function, making use of more up to date technology to give a step change and drive efficiency in both cost and the operating model.

As a key member of the UNILABS IT Leadership Team, the role will need to ensure that technology can underpin the significant business challenges and change that UNILABS will face over the next few years.

KEY ACCOUNTABILITIES

1. Accountable for delivering modern technology infrastructure and services across the businesses, including the delivery of end user technology to enable colleagues and workplace (i.e. service desk, end user technology, networks, hosting, cloud platforms, and IT tooling that all business units use)
2. Delivering technology that enables seamless service to customers, suppliers and colleagues, focusing on a high-quality customer experience
3. Drives quality and efficiency in technology solutions delivered, ensuring that they meet architecture and security standards.
4. Owns service processes and governance (ITIL / ITSM) that are used across the business with a focus on lean improvement and optimization via automation.
5. Accountable for value for money delivered across infrastructure - balancing cost and investment to deliver optimized running costs against desired service levels (SLAs)
6. Owns delivery of platform infrastructure, technology and service to meet or exceed the agreed SLAs
7. Oversees continual improvement and update (evergreening) of all platforms under management - ensuring that technical debt and risk is reduced to acceptable levels or removed entirely
8. Owns the relationships, work, and performance of key partner infrastructure vendors to enable SLAs to be met, underpinned by contract and commercial arrangements
9. Accountable for the 1st line service desk delivering to the SLAs and hours required by the business, covering capture and overall management of incidents and requests for all services
10. Accountable for IT Assets & Software Licensing ensuring proper coverage and that commercial value is optimized
11. Provides consultancy, risk mitigation steering, and acceptance to ensure transition of services into operation meet required standards
12. Work closely with Group CISO to ensure the security of Unilabs systems
13. Workplace technology, cloud and network platform management and service delivery
14. Technical leadership and steering across infrastructure
15. Commercial management of platforms and operation - including IT assets, licensing, and vendors
16. ITIL process ownership and governance for key operational and transition processes
17. Service Catalogue Management - provide single, consistent source of agreed IT services with the business
18. Incident and service request management
19. Event monitoring and management
20. Problem record management and resolution
21. Ownership and resolution of major incidents/problems
22. Service quality gate and acceptance of service changes from BU delivery functions
23. Service Level Management - service reviews and improvement with internal and 3rd party providers
24. Risk, Business Continuity and IT Service Continuity Planning in relation to infrastructure
25. Adhere to security standards
26. Robust 3-2-1 backup regime

Requirements

• Significant experience owning and delivering technology platforms in a business
• Experience in delivering IT technology platforms as a shared / centralized service
• Commercially astute, with experience of owning relationships with technology vendors / SIs in different tiers
• Experience in technology sourcing
• Relevant experience / qualifications in MS
• Ability and comfort with working at senior executive and CxO levels
• Ability to influence and break down silos within an organization as well across organizations
• Ability to focus on business value results, rather than solutions
• Energy, focus, assertiveness, and diplomacy
• Must demonstrate acumen in business and function disciplines
• Contributing to and delivering high performing business strategies
• Strong communication skills in writing, speaking, and presenting
• Strong analytical, numerical and problem-solving skills as well as the ability to work under pressure

The successful candidate background

• Oral communication skills
• Hands-on
• Customer service orientation
• Problem analysis & solving
• Adaptability
• Team interaction
• Learning skills

Language skills

• English Fluent
• Spanish, French or any other European language, a plus