Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.

The Service Delivery Director will lead a global organization responsible for delivering high-quality application operations and DevOps services across multiple geographies. This role is accountable for strategic oversight of L1–L3 support, service delivery management, and DevOps enablement, ensuring operational excellence, client satisfaction, and continuous innovation. The leader will champion modernization initiatives, drive the adoption of emerging technologies, and foster a culture of innovation that transforms traditional operations into agile, intelligent, and future-ready services.

What You'll Be Doing:

• Define and execute the operational strategy for global operations support and DevOps services.

• Align delivery capabilities with evolving client needs and business priorities.

• Lead transformation initiatives to modernize operations and integrate emerging technologies.

• Oversee consistent delivery of L1–L3 operations support and DevOps services through regional delivery teams and direct reports.

• Ensure SLA adherence, service reliability, and cost efficiency across global accounts.

• Act as senior escalation point for service issues, ensuring proactive resolution and client satisfaction.

• Manage large, distributed teams including senior managers, delivery leads, and technical specialists.

• Drive resource planning, succession planning, and capability development across the unit.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Support pre-sales engagements, proposal creation, and solution shaping for new opportunities.

• Partner with business leaders to co-create operational models that drive value and innovation.

• Establish and track KPIs for service reliability, delivery performance, and operational efficiency.

• Ensure compliance with governance standards, risk management, and quality assurance

• 12+ years of progressive experience in IT operations, service delivery, or shared services leadership.

• Proven track record managing global teams in application support and DevOps environments.

• Strong understanding of ITIL, incident/problem/change management, and service desk operations.

• Experience with DevOps tools and practices (CI/CD, automation, monitoring).

• Familiarity with cloud platforms (Azure, AWS, GCP) and enterprise IT environments.

• Strategic thinker with strong execution and governance discipline.

• Excellent stakeholder management and executive communication skills.

• Experience working in multicultural, cross-functional environments.

Missing one or two of these qualifications? We still want to hear from you! If you bring a positive mindset, we'll provide an environment where you feel valued and empowered to learn and grow.

Offer