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Head of Software Service Delivery

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Information Technology
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044404 Requisition #
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Head of Service Delivery
 

 

PRIMARY RESPONSIBILITIES


The Head Service Delivery has primary operational responsibility and accountability for all deliverables and commitments within his/her Delivery Center. He/She guarantees the services are delivered in a quality and timely fashion and ensures a strict adherence to the global IT governance.


REPORTING LINE
  •  Global Head of Service Delivery and IT Shared Services Director locally.
SPECIFIC RESPONSIBILITIES

 

  • Provide leadership and guidance to the delivery team (internal and external) attached to his/her Service Delivery Center.
  • Implement SGS’ strategy and key initiatives.
  • Manage service requests and resources allocation to deliver the services.
  • Review delivery planning cross projects to guarantee optimal usage of resources.
  • Monitor the performance and quality of services delivered locally.
  • Resolve escalated issues according to the applicable governance escalation procedures.
  • Work in close relationship with IT Business Managers to manage their expectations and measure their satisfaction.
  • Manage the relationship with local suppliers and participate in the governance of global suppliers.
  • Meet regularly with the other Heads Service Delivery & Project Delivery Managers to increase the level of engagement and ensure great customer service.
    To be the voice between Group HR, global team(s), support team(s) and vendor(s) regarding status updates, scope changes, timelines and budgets.  
     

PROFILE

 

  • High Level Degree or equivalent in Computer Science or related subject
  • Minimum 5 years experience in team and project management in a high technology or Internet-based software development environment.
  • Minimum 7 years experience in leading IT delivery services in an international environment
  • Demonstrated ability to communicate technical information to a non technical audience
  • Strong understanding of the Application Lifecycle Management
  • Solid experience in managing relationship with external suppliers
  • Good knowledge in Agile development methodology

 

REQUIRED SKILLS

 

  • Strong leadership/mentoring, able to work in a matrix organization
  • Able to motivate teams to deliver best in class services
  • Strong communication and interpersonal skills.
  • Focused on delivering, pushing projects forward
  • Able to build trust, respect and confidentiality.
  • Acts quickly and decisively; able to make tough calls.
  • Fluent in English (verbal and written)
  • Applies judgment and adherence to SGS ethics, standards and integrity

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