As the Service Delivery Director, you will lead one of our strategic managed services accounts within the Org Group.
We are seeking an experienced Service Delivery Director to take full ownership of a strategic managed services account where success is defined by sophisticated stakeholder alignment and the seamless delivery of service. You will act as the senior pivot point between our delivery teams and a multi-layered client environment, ensuring operational excellence. You will also own the strategy to retain, renew, and grow our footprint while ensuring the seamless delivery of services. This position will be a hybrid role with a requirement to be onsite at client sites in Dublin at least 3 days a week.
Key Deliverables
Account Management
- Full P&L accountability for a high-complexity service delivery portfolio. You will design and execute the long-term commercial roadmap to ensure sustainable account health, drive an agenda to retain, renew and grow the services through innovative service design and high-level stakeholder alignment.
Relationship Management
- Act as the primary conduit between the client’s executive suite and our delivery teams. You will build deep, consultative partnerships with key decision-makers and stakeholders. Responsible for achievement of formal meeting cadences (MBR, QBR) and informal conversations.
Compliance Management:
- Review and, where necessary, refresh controls and adherence to processes to ensure compliance to all relevant client policies and relevant EU and Irish regulations
Financial responsibility:
- Working with internal stakeholders in finance. This includes oversight of payroll, credit control, CPI indexing, and expense management. We are looking for a leader who can innovate and automate streamlining manual invoicing and financial processes to drive efficiency. Familiarity with the invoicing process as back up for annual leave or absence from the Contracts Managers.
Reporting:
- Work with our Business Analysts to create and utilise reporting that will be meaningful to each stakeholder
Team Management:
- Development plans and regular 1-1's with direct reports extending to mentoring, coaching and developing their ability to operate within this complex client.
Internal collaboration Work closely with:
- Delivery Team who will be an extension to this account
- Other leaders in the business to share best practice approaches
- Business Analyst for reporting
- Business Enablement for tools and opportunities for efficiencies
- Bid & Client Development Director for thoughts on internal and external promotion of our work
- Org Group L&D to create development plans
Skills and experience
- An experienced Service Delivery Director with 15+ years of experience leading high-complexity managed services accounts and at least 3 years at Senior Management level, within the professional services sector or similar, specialising in P&L ownership and C-suite stakeholder alignment to drive, retain, renew, and grow their account.
- P&L & Financial Management: Experience managing budgets, credit control, CPI (Consumer Price Index) indexing, and expense management.
- Proven experience of managing large complex strategic accounts
- Compliance & Regulatory Knowledge: A working understanding of EU and Irish regulations and the ability to audit/refresh internal controls.
- Operational Excellence: Deep knowledge of managed services frameworks, specifically in designing innovative service delivery models. Ideally ITIL in Service Management.
- Process Automation: The ability to identify manual bottlenecks and implement tech-driven efficiencies.
- Data Literacy: Working with Business Analysts to turn raw data into meaningful reporting for executive stakeholders.
- Sophisticated Stakeholder Alignment: Experienced in navigating a multi-layered environment and successfully managing all stakeholder relationships
- Consultative Partner: Act as a senior advisor, building deep-rooted, long-term relationships at the C-suite level.
- People Developer: Experienced in coaching and mentoring teams. A leader who supports their direct reports to navigate the client's complexity.
- Collaborative Influencer: Work across the Org Group (L&D, Finance, Bid Teams) to pull in resources that benefit the account.
- Hybrid Adaptability: Requires a disciplined presence, specifically being onsite in Dublin 3 days a week to maintain visibility.
