Service Delivery Director

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

ROLE OVERVIEW

We are seeking an experienced Program Manager to lead large-scale Transition and Transformation initiatives across Infrastructure and Application Services. The role requires strong delivery leadership, executive stakeholder engagement, commercial awareness, and the ability to drive complex, multi-workstream programs to measurable business outcomes.

Key Responsibilities

Program Leadership & Governance

• Lead end-to-end delivery of complex Transition and Transformation programs across Infrastructure and Applications.
• Manage scope, schedules, budgets, resources, risks, dependencies, milestones, deliverables, and benefits realization.
• Track performance against approved baselines and drive timely corrective actions.
• Ensure delivery aligns with contractual commitments, business objectives, and governance standards.

Stakeholder & Executive Management

• Build trusted relationships across customers, partners, vendors, and internal teams.
• Provide clear program reporting, strategic recommendations, and decision support to CXO-level stakeholders.
• Lead steering committees, governance reviews, and stakeholder workshops.

Team Leadership

• Lead and motivate geographically distributed, cross-functional teams.
• Create a culture of accountability, collaboration, innovation, and continuous improvement.
• Mentor Project Managers and remove delivery roadblocks.

Transition & Transformation Delivery

• Lead service transitions, modernization initiatives, cloud programs, application transformations, cutovers, migrations, stabilization, and operational readiness.
• Drive measurable service improvements and business value across multi-vendor environments.

Key Responsibilities (continued)

Commercial, Financial & Growth Support

• Manage program budgets, forecasts, resource plans, financial performance, and P&L considerations.
• Understand and manage Statements of Work, contractual obligations, commercial constructs, and change requests.
• Support regional RFP, RFI, and RFQ responses, solution workshops, effort estimates, staffing plans, and proposal development.

Digital, Agile & AI-Enabled Delivery

• Promote Agile, Waterfall, and Hybrid delivery practices appropriate to the engagement.
• Apply GenAI and automation to improve planning, reporting, governance, risk analysis, knowledge management, and team productivity.
• Stay current with emerging technologies, delivery methods, and industry trends.

Required Experience & Knowledge

• 20+ years of Project and Program Management experience, including leadership of large-scale Transition and Transformation programs.
• Proven experience managing global, cross-functional teams and multiple concurrent workstreams.
• Strong command of project fundamentals including scope, deliverables, milestones, baselines, critical paths, RAID, change control, financials, and benefits tracking.
• Sound understanding of Infrastructure Services including Data Centre, Cloud, Network, Cyber Security, Digital Workplace, and IT Service Management.
• Understanding of enterprise Applications, ERP and non-ERP solutions, SDLC, application modernization, and integration programs.
• Industry and domain awareness across diverse enterprise environments.

Tools & Delivery Methods

Planning & Collaboration

Microsoft Project (MPP), Jira, Confluence, Microsoft Office

Platforms & Reporting

ServiceNow, Power BI and Azure DevOps (preferred)

Ways of Working

Agile, Waterfall and Hybrid delivery methods

Qualifications

MANDATORY

• PMP® certification
• Bachelor’s degree in IT, Engineering, Business, or a related discipline

PREFERRED

PgMP, PRINCE2, SAFe, Scrum Master, ITIL, or relevant Cloud certification.

Key Competencies

✓  Program & Portfolio Management

✓  Executive Stakeholder Management

✓  Commercial & Financial Acumen

✓  Transition & Transformation Leadership

✓  Governance, Risk & Reporting

✓  Team Leadership & Coaching

✓  Negotiation & Influencing

✓  AI-Enabled Project Management

Skill Requirements

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Other Requirements

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