Director, Service Delivery

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

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GTT

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📡 Telecommunications

🔐 Security

💰 $175M Post-IPO Equity on 2018-03

Telecommunications • Security • Cloud Computing

GTT is a global leader in networking and security solutions, providing a comprehensive suite of services including managed SD-WAN, secure cloud networking, and cybersecurity. With a strong emphasis on secure and simplified connectivity, GTT serves businesses around the globe by connecting people and machines to data and applications. Their platform offers visibility, insights, and orchestration, ensuring continuous network performance through advanced technologies such as AI. GTT caters to a wide range of sectors including financial services, manufacturing, retail, and media, leveraging its top-ranked Tier 1 global backbone network to deliver outstanding performance and security. The company also supports businesses with professional and managed services, enhancing their networking experience and enabling digital transformations.

📋 Description

• Lead and develop Service Delivery teams to achieve operational, customer, and business objectives • Foster a proactive, customer-focused approach that maximises value from delivered services • Develop and implement efficient, scalable service delivery strategies aligned with business goals • Create service delivery models that promote an outstanding customer experience • Drive automation initiatives using AI, Machine Learning, and RPA technologies • Minimise commercial risk and exposure across projects and programmes through governance and leadership • Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions • Manage project planning, change management, scope control, risk management, and service delivery governance • Maintain customer escalation paths and ensure services are delivered on time and within agreed scope • Build strong relationships with customers and internal stakeholders • Drive continuous improvement initiatives that enhance operational performance and customer outcomes • Establish and monitor KPIs measuring service delivery effectiveness and customer satisfaction

🎯 Requirements

• Experience managing large-scale teams • 5–10 years’ experience in the IT industry • 5 years’ management experience • 5 years’ experience working with an international customer base and personnel • 5 years’ experience with connectivity services and SD-WAN/security, including a minimum of 2 years • Proven leadership and management skills with direct Service Delivery experience • Ability to perform effectively under pressure, make informed decisions, and manage escalations • Experience handling senior-level customer relationships and complex customer escalations • Ability to motivate teams and build strong cross-functional relationships across global organisations • Knowledge of process improvement and automation within delivery and operational environments • Track record of driving positive organisational change through continuous improvement initiatives • Experience developing, implementing, and managing KPIs • Experience managing remote teams and leading organisational change • Strong understanding of project management practices and delivery governance • Experience managing budgets and operational costs • Knowledge of AI, Machine Learning, and RPA technologies within service delivery environments • Strong understanding of telecommunications platforms, technologies, and service delivery models • Excellent written, verbal, presentation, and stakeholder management skills • Normal office hours; remote with flexibility to travel as required for customer/team meetings

🏖️ Benefits

• Global, collaborative culture • Continuous learning • Professional development and career growth opportunities • Flexible travel arrangements for customer/team meetings