Job Description
Job Summary
The Service Delivery Director is accountable for end-to-end delivery and governance of production support services ensuring service stability SLA compliance and client satisfaction. This role provides strategic oversight manages operational performance and drives continuous improvement across global delivery teams.
Responsibilities
Governance & Client Management
Lead multi-tier governance (Executive Program Operational) and act as the single point of accountability for service outcomes.
Conduct MBR/QBRs and manage escalations with client leadership.
Operational Excellence
Oversee Incident Problem Change and Knowledge Management processes.
Ensure SLA/SLO compliance MTTR reduction and proactive risk mitigation.
Reliability & Transformation
Implement service reliability practices (SLIs/SLOs error budgets) and drive automation initiatives.
Optimiz...
The Service Delivery Director is accountable for end-to-end delivery and governance of production support services ensuring service stability SLA compliance and client satisfaction. This role provides strategic oversight manages operational performance and drives continuous improvement across global delivery teams.
Responsibilities
Governance & Client Management
Lead multi-tier governance (Executive Program Operational) and act as the single point of accountability for service outcomes.
Conduct MBR/QBRs and manage escalations with client leadership.
Operational Excellence
Oversee Incident Problem Change and Knowledge Management processes.
Ensure SLA/SLO compliance MTTR reduction and proactive risk mitigation.
Reliability & Transformation
Implement service reliability practices (SLIs/SLOs error budgets) and drive automation initiatives.
Optimiz...
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