Global Service Delivery Director

Unilabs
ES - Barcelona
July 5, 2024

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

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)
Delivering technology that enables seamless service to customers, suppliers and colleagues, focusing on a high-quality customer experience
Drives quality and efficiency in technology solutions delivered, ensuring that they meet architecture and security standards.
Owns service processes and governance (ITIL / ITSM) that are used across the business with a focus on lean improvement and optimization via automation.
Accountable for value for money delivered across infrastructure - balancing cost and investment to deliver optimized running costs against desired service levels (SLAs)
Owns delivery of platform infrastructure, technology and service to meet or exceed the agreed SLAs
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
Owns the relationships, work, and performance of key partner infrastructure vendors to enable SLAs to be met, underpinned by contract and commercial arrangements
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
Accountable for IT Assets & Software Licensing ensuring proper coverage and that commercial value is optimized
Provides consultancy, risk mitigation steering, and acceptance to ensure transition of services into operation meet required standards
Work closely with Group CISO to ensure the security of Unilabs systems
Workplace technology, cloud and network platform management and service delivery
Technical leadership and steering across infrastructure
Commercial management of platforms and operation - including IT assets, licensing, and vendors
ITIL process ownership and governance for key operational and transition processes
Service Catalogue Management - provide single, consistent source of agreed IT services with the business
Incident and service request management
Event monitoring and management
Problem record management and resolution
Ownership and resolution of major incidents/problems
Service quality gate and acceptance of service changes from BU delivery functions
Service Level Management - service reviews and improvement with internal and 3rd party providers
Risk, Business Continuity and IT Service Continuity Planning in relation to infrastructure
Adhere to security standards
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

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Read the full job description and apply online on the recuiter's web-site

Global Service Delivery Director