Solution Strategy Director - IT Service Delivery

You will be responsible for leading the delivery of services from the repeatable solutions portfolio, providing strategic direction, and ensuring high customer satisfaction. Additionally, you will oversee the entire support lifecycle, from issue identification and troubleshooting to resolution and post-resolution analysis. It is essential to continuously improve the service delivery framework to ensure alignment with business objectives and evolving customer needs.

Your duties will include defining and implementing consistent KPIs to monitor and enhance service performance, as well as managing a team to deliver services in line with contracted Service Level Agreements (SLAs). You will also develop and deliver a clear client communication plan, including Quarterly Business Reviews (QBRs), monthly reporting, and daily monitoring. Collaboration with Solution Owners and development teams to enhance service offerings will be a key aspect of your role.

To excel in this position, you should have a minimum of 15+ years of experience in Service Delivery Management, with a strong emphasis on customer satisfaction. Proven experience in managing services aligned with SLAs and driving continuous improvement is essential. Expertise in ERP systems, particularly candidates experienced in Oracle Cloud Applications, is preferred.

You are expected to possess in-depth knowledge of Service Delivery Management best practices and KPIs, proficiency in service management tools and methodologies, and proven leadership and team management skills, including mentoring and development of support staff. Exceptional problem-solving abilities, focusing on timely and effective customer solutions, and strong communication skills to interact with both technical and non-technical stakeholders effectively are crucial for success in this role.

Desired qualifications for this position include a Bachelor's degree in Information Technology, Computer Science, or a related field, as well as certifications in Service Delivery Management, particularly ITIL 4 Managing Professional, Strategic Leader, or Master. Certifications in Oracle applications and technologies are highly preferred.,