Service Delivery Director

Emploi pas sur LinkedIn

🕒 il y a 1 jour

🏈 Ohio – Distant

🏈 Ohio – Remote

⏰ Temps Plein

🔴 Expert

👔 Directeur

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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ERPA

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1999

🏥 Santé

📦 Logistique

📣 Marketing

Healthcare • Logistics • Marketing

ERPA est un leader dans la gestion des applications d'entreprise, l'hébergement cloud et les services de conseil. Avec plus de 500 consultants et technologues dans le monde entier, ERPA permet aux organisations de relever des défis complexes, en se concentrant sur la maximisation des investissements technologiques grâce à leur expertise sur des plateformes telles qu'Amazon Web Services, PeopleSoft et Workday. ERPA propose des solutions sur mesure dans les domaines de la migration vers le cloud, des services managés, de la modernisation des applications et du conseil stratégique. Leur portefeuille de services complet est de confiance pour les institutions éducatives et les entreprises à l'échelle mondiale, offrant une gestion de projet de haute qualité et une expertise technique qui aident les clients à atteindre l'excellence opérationnelle et des feuilles de route technologiques futures.

Description

• Oversee assigned accounts to ensure contractual commitments, agreed scope, service levels, and customer expectations are met • Lead delivery using cloud, infrastructure, application, database, and project teams • Monitor service performance, resource utilization, budgets, and engagement profitability; implement corrective actions • Oversee major incidents and critical delivery issues, including escalation, customer communication, root cause analysis, and corrective actions • Govern service transitions, project milestones, and operational readiness • Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies • Build trusted relationships with customer executives, IT leaders, and business stakeholders • Lead governance meetings, service reviews, and Quarterly Business Reviews • Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps • Measure customer satisfaction through NPS, feedback, and service reviews; own improvement actions • Partner with Account Executives on renewals, extensions, and service expansion opportunities • Manage customer expectations and resolve scope, priority, resource, and delivery commitment issues • Lead delivery and solution components of RFP/RFI responses • Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes • Develop and review Statements of Work covering scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria • Partner with Sales, solution architects, Finance, and practice leadership on estimates, pricing inputs, and engagement models • Assess commitments for feasibility, resource availability, delivery risk, and contractual alignment • Participate in customer presentations, solution discussions, and scope negotiations • Ensure complete sales-to-delivery handoffs • Oversee change requests and SOW amendments

🎯 Exigences

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience • 12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements • Experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models • Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services • Ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability • Hands-on experience developing RFP responses, proposals, estimates, and SOWs • Strong executive communication, customer relationship management, negotiation, and escalation management skills • Working knowledge of IT service management practices and structured service governance • Must be legally authorized to work in the United States on a full-time basis • Must not require employment visa sponsorship now or in the future • Successful completion of pre-employment drug screen and background investigation

🏖️ Avantages

• Full-time employment • Equal opportunity employment • Substance-free and tobacco-free workplace • Pre-employment drug screen and background investigation, including reference checks, criminal background investigation, and applicable licensing verification • E-Verify employment eligibility verification

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