Service Delivery Director

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Service Delivery DirectorApply locations CityWest Office time type Full time posted on Posted 18 Days Ago job requisition id JR-0000004953Role Purpose

Uniphar has embarked on an ambitious, multi-year program to transform our supply chain capabilities and build out a digital core. This transformational program includes upgrading our ERP to SAP S/4, and adding an additional national greenfield distribution facility to the network.

The Service Delivery Director is a critical role within the Project Dawn program, responsible for ensuring the successful delivery of the technology-related components. This individual acts as the primary liaison for the handover between Project Dawn and the Technology Operations teams, providing leadership, coordination, and problem-solving expertise to ensure solutions fully align with business objectives.

The role requires a deep understanding of IT domains (infrastructure, security, architecture, etc.) and the ability to manage cross-functional technology teams to support business goals.

Outside of Project Dawn, this individual will be a key leader in designing, establishing, and maturing a global Service Delivery function across Uniphar, focusing on people, processes, and technology.

Key Responsibilities:

1. Oversee the end-to-end handover process from Project Dawn delivery across multiple technology partners, ensuring service excellence and adherence to project timelines.
2. Collaborate with the wider Technology team and Business functions to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals.
3. Design and implement a comprehensive service delivery framework that incorporates best practices, methodologies, and processes to ensure consistency, efficiency, and high-quality service across all projects.
4. Foster strong relationships with key stakeholders, including internal teams, external providers, and business leaders, involving them in designing and implementing the service delivery function.
5. Drive continuous improvement and innovation by analyzing performance metrics, identifying areas for enhancement, and leveraging new technologies and methodologies.
6. Provide leadership and guidance to the service delivery team, cultivating a culture of collaboration, excellence, and high performance.
7. Identify and mitigate risks related to service delivery, ensuring compliance with industry standards and regulations.
8. Establish and monitor KPIs and SLAs to evaluate the effectiveness of the service delivery, presenting reports and improvement plans to stakeholders.
9. Oversee the software delivery process across multiple technology partners, ensuring service quality and project timeline adherence.
10. Implement governance structures for software delivery, ensuring compliance with best practices like Agile, DevOps, and ITIL.
11. Manage incident, problem, and change management processes related to software services.
12. Communicate release schedules transparently to stakeholders.
13. Perform additional tasks as required by Uniphar.

Key Skills & Competencies:

• Strategic Vision and Planning: Ability to develop and execute a strategic vision aligned with company goals.
• Stakeholder Engagement: Excellent communication and relationship management skills with internal and external stakeholders.
• Leadership: Strong leadership and team development capabilities, fostering a high-performance culture.
• Continuous Improvement: Drive innovation and process improvements using performance metrics and new technologies.
• Risk and Compliance: Expertise in risk mitigation and ensuring compliance with standards and regulations.
• Performance Monitoring: Skilled in establishing and tracking KPIs and SLAs, reporting on performance and improvements.
• Customer Service: Proactive issue resolution with a customer service mindset.
• Analytical Skills: Ability to analyze data and generate insights.
• Adaptability: Resilient in working under pressure and solving problems effectively.
• Financial Acumen: Capable of managing budgets efficiently.

Qualifications & Experiences

• Bachelor's degree in computer science, IT, engineering, or related field.
• 10+ years in service delivery management, especially large-scale ERP projects.
• Strong knowledge of SAP transport management, release cycles, and landscape strategies.
• Experience with ServiceNow and service management platforms.
• Proven experience designing and implementing service frameworks and managing quality gates and Path to Live processes.
• Proficiency in change and release management frameworks like ITIL.
• Experience managing complex dependencies across multi-tier environments.
• Familiarity with automation tools, CI/CD pipelines, and technologies like S4, SAP Rise, and Azure.
• Excellent stakeholder engagement and communication skills.
• Track record of driving continuous improvement and innovation.

Ability to analyze performance metrics and generate actionable insights.

About Us

Our Work Experience reflects our culture, values, commitment to sustainability, recognition programs, and most importantly, our people. Our employees are disciplined, hardworking, curious, trustworthy, humble, and truthful. They make choices for the team, seek opportunities to collaborate and make a difference, making us the #1 Top Workplace in the area.

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