Job description:

Position Description
Role
Integrated Service Delivery Head
Purpose Statement: We are seeking an experienced Integrated Service Delivery (ISD) Head to oversee the delivery of integrated services, ensure operational excellence, customer satisfaction, and alignment with the company s strategic goals.
This role is crucial in ensuring seamless integration, operation, transformation, and support of IT services. The ISD Head will oversee both Run-the-Business (RTB) activities and Change-the-Business (CTB) initiatives. This will include routine maintenance, customer support, and operational management, ensuring service levels are met. Additionally, driving new Initiatives to enhance the business s capabilities, adapt to changes, and ensure long-term success and competitiveness.
The ideal candidate will have a robust background in business support and demonstrate a commitment to excellence in service delivery
Key Functions
Service and Project Management
Service Delivery: Proficiency in managing and delivering IT services, including knowledge of Information Technology Infrastructure Library (ITIL) frameworks. Oversee the comprehensive delivery of IT services including applications and infrastructure to the designated client. Monitor and manage service levels, performance metrics, and ensure adherence to Service Level Agreements (SLAs) and Statement of Works (SOW)
Project Management: Understanding of Project Management Professional (PMP) principles and practices.
Strategic Planning: Capability to develop and implement effective service delivery strategies.
Risk Management: Identifying potential risks Identify and mitigate potential risks related to service delivery and client satisfaction.
Negotiation: Skills in negotiating contracts and Service Level Agreements (SLAs) with clients.
Review and Reporting: Continually review all aspects of service delivery and work with all lines of business to define and implement continues service improvement. Conduct regular reviews and assessments of service delivery processes to ensure alignment with client needs and industry standards. Submit consolidated engagement status reports to the customer and the Delivery Governance Council.
Issue Resolution: Address and resolve delivery issues within the division promptly.
Financial Management: Achieve target project margins and drive service improvement initiatives to enhance financial performance.
Business Acumen: Strong business sense to understand the financial implications of service delivery decisions and to contribute to the overall business strategy.
Delivery Oversight: Ensure seamless delivery across all service lines, maintaining high standards of service and customer satisfaction.
Technical
Agile Methodologies: Experience with agile methodologies to enhance flexibility and responsiveness in service delivery.

Leadership, People and Culture
Lead and mentor a team of IT professionals globally, ensuring high performance and professional growth.
Coordinate with different lines of business, including Digital Business Services and Digital Foundation Services, to ensure cohesive service delivery.
Resolve conflict between different lines of business to meet customer expectations and internal goals
Manage End to End P&L and support sales growth plans to profitably expanded the business.
Allocate and optimize resources effectively to support service delivery and execution.
Collaborate with line of business leaders to develop and execute annual performance improvement plans.
Leverage service lines in collaboration with sales to bring innovation and transformation to operations and generate value for the client
Client Management:
Act as the primary delivery point of contact for the client, consistently meeting their n