Service Delivery Director

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Briefcase Icon January 18, 2024
Star Seven Six is a company dedicated to innovation, Star talent, and revolutionizing business and technology solutions. As your advocate, the common thread across our associates is crafting the right tech-savvy solutions.  Whether it’s Application Development, Infrastructure Services, Security, Enterprise Service Management or Interactive Design, we’re all about finding solutions that advance your career aspirations. Our ongoing client relationships and our proven experienced leadership speak to our long-term collaborative partnerships. This gives our associates the opportunity to work with a large, diverse group of high-profile clients across a variety of industries. Position Overview: The Star Seven Six IT Service Delivery Director (SDD) provides leadership in all aspects of services delivery across the Infrastructure Services line of business within the assigned account(s). Being accountable for end to end delivery, the SDD works with Star Seven Six service/solutions providers and partners to ensure superior levels of client satisfaction for Star Seven Six. The SDD provides guidance to associates based on organizational goals and company policy. Within their assigned account(s) the SDD acts as the single voice and owner of service delivery for Star Seven Six Infrastructure Services. A Service Delivery Director's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients. Responsibilities:
  • Leads Delivery of Services provided by Star Seven Six to a particular account or group of accounts. Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement value requirements through the effective interaction with the related service lines, groups, partners and the client.
  • Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis.
  • Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems.
  • Participates in Contract and Account Governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective service delivery.
  • Establishes clear communication channels with the client and internally from a strategic and operational perspective. Participates in regular service performance reviews including monthly Project Status Reviews.
  • Conducts periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings. Shares focus points and success.
  • Manages the statement of work. Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service.
  • Achieves approved margin targets on assigned accounts and is targeted to improve account profitability. Regularly monitors and reports on health of the account and remedies any financial misses or anomalies.
  • In conjunction with the Account Management Team, takes accountability for Service Level Agreements with the clients. Co-develops annual review of service level requirements.
  • Manages contract scope and any variations and reviews outcomes of monthly operational reviews with service delivery organizations.
  • Takes ownership and accountability for all client issues to satisfactory resolution. Acts as point of escalation for issues not resolvable by the support desk and network operation center service teams.
  • Provides operational risk management strategies across an account and ensures that the delivery teams apply these strategies to operational delivery processes and procedures. Participates in compliance, audits, rigorous governance and SOX compliance. Participates in business continuity planning and testing.
  • Participates in all levels of client satisfaction: contributes to the continuous client satisfaction improvement program. Develops and delivers regular reports on performance to Client and Star Seven Six senior executives. Manages escalation issues with the client.
  • Identifies areas for growth at the client by assisting account management in bringing new services to offer to the client. Recognizes business needs and determines if our portfolio offering may be an appropriate solution. Also drives service line continuous improvements and challenges the service lines to bring innovative solutions that add value to the client. Presents those improvements and innovations on a regular basis to the client. Where the account has a Continual Service Improvement and Innovation Program (CSIIP), provides leadership, input support to the CSIIP for the account and drives assigned actions to completion.
  • Manages the internal relationships required to deliver our service obligations. Contributes to performance reviews, individual development plans and the setting of annual objectives. Actively seeks and encourages opportunities for the growth and development of core and professional competencies for the entire Star Seven Six delivery team.
Skills, Experience & Qualifications:
  • At least 5 years of Service Delivery Management experience in a consulting environment.
  • Essential qualifications in IT, Business Administration or related disciplines.
  • Requires knowledge of the business, industry, and market, as well as sales strategies, account/program management, service delivery, and financial analysis.
  • A sound understanding of the major Star Seven Six service offerings and an appreciation of evolving technologies and industry trends. Experience and understanding of the support of an IT outsourced environment, including service desk, field services, network operations, applications, infrastructure data center environments.
  • A proven track record in effective communications, managing service delivery relationship management skills.
  • Achievement of Account Financial Objectives.
Other Desired Experience:
  • Working knowledge of networking (switching, routing, network security)
  • Experience with Cloud technology and hosted solutions
  • Mac OS configuration and support
  • Competency certification(s) (MCSA, MCSE, MCITP, CCNA, CCNP, VCP, etc.)
  • Experience with managed Backup and DR solutions
  • Experience with monitoring software tools (SolarWinds N-able, PRTG, Whatsup Gold, etc.)
  • Prior experience working as a technical consultant
  • Experience with mail systems (Microsoft Exchange, O365, G-Suite)
Thank you for considering Star Seven Six, Ltd. for your next career opportunity. S76 provides a wide variety of challenging opportunities, ensuring our associates work in highly sought-after environments and with the latest innovations in technology. We start our relationship with a conversation about your career goals and work hard to match you with the perfect opportunity. The world of IT is continuously changing, so we know the importance of keeping your skills sharp. Our culture supports continued growth through sponsorship of events, trainings, certifications and other online or structured learning opportunities. We’ll help you stay ahead of the curve. In addition, we provide a comprehensive benefits package including medical, dental, optical, 401k, etc. Star Seven Six, Ltd. | Strategically Led Technology Solutions S76 is committed to providing career opportunity and growth to all associates without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or disability.
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