Job Description

Description Overview: As a member of leadership within a global businessservice organization, the Service Delivery Director (SDD) is a vital linkbetween the firm’s operational capabilities and the business stakeholders theysupport – often C-level and their directreports. The SDD must be able to manageseveral projects and teams simultaneously, often in a matrixed workingenvironment. Central to the role is thefocus on the business’ effectiveness and efficiency objectives, ability topartner with stakeholders to plan service levels and remediate risks/issues. PositionDescription: TheService Delivery Director has ownership and accountability for a portfolio ofservices to business stakeholders.Employees in this role are operationally focused as well as businesssavvy. A demonstrated track record ofsuccess in service delivery management will be critical to thrive and besuccessful. Initially may also berequired to coordinate strategic real estate activities in support of thesignificant staff headcount growth in the region. Responsibilities: Service quality assurance, resource and cost management, client satisfaction, and defined processes to deliver services to a portfolio of internal/external clients. Business Planning & Analysis: To include forecasting, business planning and performance analysis & KPIs reporting. Partner and coordinate with Support Partners (Finance, HR, Talent Acquisition, Real Estate, IT, Communications), Lean Six Sigma and BU Functional Managers to improve operations Change agent: Work closely with stakeholders to identify and recommend opportunities for innovation, operational efficiencies, effectiveness and cost optimizations. Knowledge, Experience & Qualifications • Bachelor’s degree from an accredited institution; advanced degree preferred • Minimum of 10 years industry experience and 5 years management experience • Lean Six Sigma certification of Green Belt or greater • Strong interpersonal skills, public speaking and presentation skills • A team builder and collaborator, adept at negotiations and conflict resolution • Must be innovative and skillful at problem solving, self-motivated and able to prioritize work load • Ability to conduct cost/benefit analysis and business case development skills set • Strong analytics skills and Business Modeling techniques and methods (Intermediate level skills with MS Excel, MS PowerPoint) • Ability to think and plan in a proactive manner • Motivated self-starter, able to work with minimal guidance when necessary • High energy, positive attitude • Travel up to 30%

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