Director/Senior Director EMEA Service Delivery

The Senior Director, EMEA Service Delivery is crucial in the operational execution and continuous improvement of our EMEA service delivery functions. The Senior Director will lead a significant portion of our geographically dispersed service delivery teams, ensuring the consistent, high-quality, and efficient delivery of IT services to our diverse client base. This individual will be instrumental in driving customer experience excellence, optimizing delivery processes through automation, managing the region’s P&L, ensuring client payments are made in time, and supporting the strategic objectives of the global service organization.

Key Responsibilities:

1. Operational Leadership & Execution:

• Lead a team of Service Delivery Managers (SDM) assigned to the region and provide them guidance and support to grow their business.
• Manage a large, multi-country client service delivery portfolio, ensuring operational excellence, adherence to SLAs, and timely project completion.
• Implement and enforce established operational processes, methodologies (e.g., ITIL, Agile, DevOps), and best practices to optimize efficiency and effectiveness within their assigned regions/service lines.
• Drive the successful delivery of various IT services, including break-fix services, dispatch services, managed services, cloud services, project management, application development and maintenance, infrastructure services, cybersecurity, and digital transformation initiatives.
• Monitor key performance indicators (KPIs) and metrics, proactively identify areas for improvement, and implement corrective actions to enhance service delivery performance.
• Oversee resource allocation, project scope, and issue resolution within their operational domain.
• Apply the Kaizen methodology and become an advocate and evangelist of XLA.
• Work closely with project management, engagement management, and implementation teams to ensure seamless service onboarding and delivery.

2. Customer Experience Excellence & Innovation:

• Build and maintain strong relationships with key EMEA clients, acting as a senior escalation point for critical issues and ensuring high levels of client satisfaction.
• Act as a strong advocate for customers, representing the voice of the client internally and influencing stakeholders to resolve issues and deliver value.
• Support the identification of opportunities to expand service offerings and deepen client relationships, focusing on delivering customer experience excellence at every touchpoint.
• Champion the adoption of automation technologies and innovative delivery models to enhance service quality, accelerate delivery, and create a seamless customer journey.
• Contribute to the continuous improvement of service delivery processes, driving standardization and identifying opportunities for automation and efficiency gains.
• Assist in the development of new project-related services and service offerings that align with evolving customer needs and digital transformation trends.

3. Financial Management Support:

• Manage the P&L for EMEA, and contribute to budgeting, forecasting, cost control, and revenue optimization efforts.
• Identify and implement cost efficiencies without compromising service quality or the pursuit of customer experience excellence.
• Conduct a real-life financial analysis of all activity to ensure costs allow EMEA to meet its margin targets.

4. Team Leadership & Development:

• Directly manage and mentor a team of service delivery managers and professionals, fostering a high-performance culture.
• Lead by example, promoting collaboration, accountability, and continuous professional development within the team.
• Make sure EMEA is ready to ramp up operations and support additional clients within the geography.
• Support talent acquisition, retention, and succession planning efforts for critical roles within their teams.
• Ensure teams are adequately trained on new product enhancements and processes, including automation tools and digital transformation methodologies, to effectively support customers.

5. Strategic Contribution & Succession Planning:

• Provide strategic input and recommendations to the SVP regarding service delivery strategy, operational improvements, and customer experience initiatives within EMEA.
• Demonstrate strong leadership and strategic thinking to actively prepare the region for business growth.
• Stay up-to-date with EMEA market conditions, industry best practices, and new enhancements, particularly in digital transformation and automation, applying this knowledge to influence philosophies and processes.

Qualifications, Skills, Competencies & Professional Experience:

• Bachelor’s degree in Business Administration, Service Delivery or a related field. Master's degree1 (MBA) highly preferred.
• Absolute mastery of English and superb presentation skills.
• Minimum of 15+ years of progressive experience in IT services, with at least 7+ years in a leadership role overseeing significant service delivery operations within a global IT services company.
• Proven experience managing large-scale service delivery across multiple countries and diverse client segments.
• Strong operational expertise in various IT service domains (e.g., Managed Services, Cloud, Applications, Infrastructure, Cybersecurity), with a keen understanding of their role in digital transformation.
• Solid understanding of industry best practices and frameworks (e.g., ITIL, Agile, DevOps), and experience leveraging automation to enhance these processes.
• Excellent leadership and people management skills, with a proven ability to lead, mentor, and develop high-performing teams focused on customer experience excellence.
• Strong business acumen with experience contributing to P&L management and driving operational efficiencies through strategic initiatives, including automation.
• Exceptional client-facing skills with the ability to build and maintain strong relationships with mid-level and senior clients, ensuring a superior customer experience.
• Highly articulate communicator who can convey important messages clearly and compellingly.
• Demonstrated ability to resolve complex issues, influence cross-functional partners, and drive results in a dynamic, global environment.
• A self-starter with the ability to take initiative and proactively identify opportunities, particularly in areas of digital transformation and service enhancement.
• Strong customer orientation focus, and a proven track record of contributing to a superior Customer Experience.
• Passion for inclusion and diversity.
• Willingness to travel internationally as required.

Key Competencies:

• Operational Leadership
• Customer Experience Focus
• Process Improvement & Automation
• Team Leadership & Development
• Problem Solving & Decision Making
• Communication & Influence
• Business Acumen
• Adaptability & Digital Transformation Acumen