Service Delivery Director (End User Computing)

The Service Delivery Director is responsible for leading end-to-end IT service delivery across multiple concurrent workstreams, ensuring operational excellence, service quality, stakeholder satisfaction, and continuous improvement. The role requires strong expertise in IT Service Management (ITSM), End-User Computing (EUC), and ITIL-based service delivery processes.The successful candidate will oversee service delivery transitions from Day 1 operational readiness through Day 2 steady-state operations, drive process harmonisation, optimise service delivery models, and manage senior stakeholders across multiple business and technology functions in a fast-paced environment.

Key Responsibilities

Service Delivery Leadership: Lead and manage IT service delivery workstreams, ensuring service performance, operational stability, and delivery against agreed SLAs and KPIs.ITSM & ServiceNow Management: Demonstrate hands-on experience managing and operating ITSM modules, including incident, problem, change, request, and service management processes.EUC & Desktop Operations: Oversee End-User Computing (EUC) services, including desktop support, desk-side support, asset management, service management, and on-site technical operations.Transition & Operations: Lead service transition activities, ensuring Day 1 operational readiness, effective knowledge transfer, and a smooth transition into Day 2 steady-state operations.Stakeholder Management: Build and maintain strong relationships with CIOs and senior stakeholders across individual BU, managing expectations, resolving escalations, and ensuring alignment with business objectives.Resource Planning & Sizing: Develop logical, data-driven resource plans and service delivery models, including workload analysis, capacity planning, resource sizing, and manpower optimisation.ITSM Process Harmonisation: Standardise and harmonise ITSM processes across multiple BUs in accordance with ITIL best practices, driving consistency, efficiency, and service quality.Service Desk & AI Enablement: Maintain familiarity with Service Desk operations, ServiceNow AI capabilities, and AI-enabled service management solutions to improve service efficiency and user experience.Automation & Digital Workplace: Understand self-healing and digital employee experience solutions, including platforms such as Nanoheal and Tanium Digital Employee Experience (DEX), to support proactive issue resolution and operational improvement.Performance & Continuous Improvement: Establish and monitor service delivery metrics, analyse operational data, identify service improvement opportunities, and implement corrective actions to improve productivity and service outcomes.Operational Governance: Drive service reviews, risk management, escalation handling, service reporting, and governance across all assigned BUs.

Requirements

Proven experience in service delivery leadership roles, such as Service Delivery Director, Service Delivery Manager (SDM), or Project Manager (PM), with accountability for IT operations and service delivery.Demonstrated experience managing or operating ITSM modules in a live service delivery environment.Strong experience in End-User Computing, desktop services, asset management, service desk, and desk-side support operations.ITIL certification is mandatory, with practical experience applying ITIL principles and ITSM best practices.Proven ability to manage multiple concurrent BUs, each with its own senior stakeholders, operational requirements, and delivery commitments.Strong analytical and logical problem-solving skills, with the ability to translate concrete operational data into resource sizing, capacity plans, performance insights, and service improvement actions.Excellent communication, influencing, negotiation, and escalation management skills, with experience engaging CIOs and senior business and technology leaders.Experience leading service transitions, operational readiness, and the establishment of stable Day 1 and Day 2 service operations.Familiarity with ServiceNow AI-enabled capabilities, Service Desk operations, self-healing technologies, and digital employee experience solutions.Prior experience in a Systems Integrator (SI) environment is strongly preferred.Comfortable operating in a fast-paced environment, managing competing priorities, and making sound decisions under pressure.