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Director Service Delivery

Company Name:
SunGard
# Description
About the Position:
The primary role of the Service Delivery Director is to provide leadership, mentorship, and guidance to a team of Service Delivery Executives who will have responsibility for the Service Delivery function within SunGard Availability Services. In this role the Service Delivery Director will have overall responsibility for a book of business within the Managed Services Line of Business. They will manage the team that has oversight of Service Execution, Business Relationship Management, Operational Performance, Account P&L; & Account Lifecycle Management.
Scope:
Manage a team of Service Delivery Executives to include all SD work functions and processes, SD Staff evaluations, SD Staff Development & mentorship, and when necessary SD Staff corrective actions.
Develops short/medium and long term plans to successfully implement operational policies and achieve business plan / strategic objectives.
Lead cross functional joint account planning and drive revenue
Manages highly complex/technical areas requiring a high degree of business knowledge or a major contributor to revenue stream.
Ensures current and evolving needs of internal and external customers are met while maintaining strategic direction and goal attainment.
Manages business operations/resources in a manner that fulfills business goals, meets budgets, and maintains strategic direction.
Manage a portfolio of customers with in a SunGard Availability Services Delivery organization
Project manage a virtual team of resources to facilitate the stratification of customers within the portfolio
Work as required with designated resources from different SunGard LOBs, Partners and 3rd parties
Accountabilities:
Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to SunGard Availability Services standards and values.
Establish high level executive relationships with targeted customers
Produce regular and accurate progress reports on the managed portfolio
Regularly update the team, management and customer base on progress against Plans and understanding of the SunGard Availability Services value proposition.
Implement Service Improvement policy and processes
Establish priorities
Plan for service growth
Work on improvement initiatives as required
Mentor staff and provide needs assessments around training and career planning
Provide Business administration activities around portfolio
Facilitate communication to the team in the areas of strategic intent, corporate vision, and Line of Business objectives.
Responsibilities:
Manage the SunGard Availability Services contracts in the portfolio or service delivery engagement
Work with SDEs to maintain and develop an Account Plan and Service Delivery Plan for each customer
Establish a relationship with SunGard Availability Services team in order to encourage participation in all activities
When required participate in pre-sales activities to ensure they reflect realistic project delivery and solution scope
Provide leadership, motivation and direction to the SD team(s)
Assure and improve the quality of the service and maintain accurate portfolio information
Identify additional opportunities for to engage with SunGard, such as technical events, business seminars, and Customer Advisory Boards
Manage Portfolio financials including MRR targets
Advocate and facilitate the Survey process and with focus on increasing the customer satisfaction index
Manage costs and expense for all customer related activities
Manage Delivery margins and meet the goals of the KPI's/ P&L; targets
Facilitate renewals and upsell opportunities with your team.
Manage Churn with in the portfolio and provide positive opportunities to increase MRR with in the customer base
Requirements and Preferred Requirements:
Although not definitive, the ideal candidate will typically be expected to demonstrate the following attributes:
Strong Technical Skills. Have a solid understanding technology in regards to hosting and lifecycle management.
Project Management Skills and experience in delivering infrastructure and/or application projects.
Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.
Excellent team player.
Willing to learn new technologies.
Strong leadership skills
Strong organizational skills and detail oriented.
Excellent problem solving skills.
Strong communication skills.
Strong customer support skills, strong understanding of customer satisfaction.
University degree, with postgraduate technical or management qualifications or other relevant experience. Experience in a Services Based Business
Project Management Professional (PMP) certification or equivalent experience
ITIL Foundation Certification in IT Service Management.
Other :
Fluency with written and spoken communication in English is required, and also alignment with North American customer business hours
Excellent communication skills, both written & oral
Ability to present in public settings & customer settings
Ability to effectively present to executives, to include SunGard, SunGard Clients, & SunGard Prospects.
Ability to travel, both Domestically & Internationally
On-call responsibilities.
Req Number: 5083006

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