• GDS Service Delivery Director

    Job Locations US-MA-Andover
    Job ID
    # of Openings
    Global Digital Solutions
  • Overview

    The Service Delivery Director (SDD) oversees the delivery and day to day support of technology and end-user solutions to Enel Green Power North America across all business units. End-User Technology

    includes PC’s, Mobile Devices, Tablets, Printers and Audio-Video Solutions. 


    The GDS Service Delivery Director is responsible for successfully incorporating new technologies and services into the day to day operations, including management and support that ensures a world-class GDS service experience for our business. 


    Duties & Responsibilities:

    • Design, Leading and Manages the of the Service Desk, Desk-Side, Server Administration and Audio-Visual resources and functional processes
    • Coordinate third-party support activity with internal resources / teams
    • Measures Customer Satisfaction on a Monthly Basis, including metrics associated with customer feedback, improvement targets and suggestions
    • Define and Supports the development of Global priorities and business plan objectives
    • Works with Project Directors, Business Directors and Technology Teams to ensure proper portfolio management and service delivery
    • Leading the Implementation and Deployment of a Service Delivery Model aligned to the Global GDS End User Support Strategy
    • Ensures Service Level Agreements and customer expectations are met through the development, communications, and monthly review of IT Service Levels supported by the business
    • Collaborate with Senior IT and Business Leadership to develop and deliver operational KPIs and associated reports
    • Monitors, reports, analyses and escalates as needed on day-to-day operational execution of IT Services
    • Aligns service-delivery capacity to business demands, while managing customer satisfaction
    • Manages vendors and 3rd party suppliers to ensure that services are delivered in accordance with expectations
    • Works and liaisons with the Local and Global GDS delivery teams to ensure proactive systems monitoring and proactive problem resolution
    • Participates in the preparation of communication materials to present to the business and IT Leaders (Monthly Business Review)
    • Provides ownership, leading and design of all ITIL Service Management functions; Incident Management, Problem Management, Service Request Management, Change Management, & Asset Management
    • To manage all relationship, projects and issues with Global functions
    • Oversees and manage regional IT change review boards to ensure best practices across change management functions and the successful release of application/infrastructure changes safely within the environment
    • Defines, plans and forecasts organizational and staffing requirements based on needs, gaps, and skills requirements
    • Assists to Identify, document, and assigns roles and responsibilities (and reporting relationships) to functions based on staffing requirements
    • SDD supervises the Service Delivery Manager and the Atos team


    Qualifications & Experience:

    • 15+ years IT work experience with 7 to 10 years of related experience managing groups, projects, strategic planning, technical services, and business relationship management
    • Service oriented and focused with demonstrated related experience\Design / Installation / Commissioning / Integration of AV Systems highly desirable
    • 3-4 experience in application and Business Portfolio Management
    • 3-5 years client/customer experience
    • 5+ years of IT Service Delivery experience
    • 5+ experience in the design and delivery of implementation of the new offices
    • Speaking Italian and Spanish is a plus
    • Specific knowledge of support practices on corporate A/V technology (Desktop Video, Video Conferencing, Polycom technology and Presentation support)
    • Project management experience
    • Experience with managing teams and projects
    • Demonstrate strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress
    • Demonstrate experience working across multiple organizations such as Information Technology, HR, Procurement, Finance etc.
    • Demonstrate experience with processes, procedures, operations, and other compliance initiatives
    • Demonstrate skills in project management, communication, organization, and prioritization. Ability to manage time efficiently and work with little supervision
    • Excellent strategic thinking and planning skills required
    • Work effectively either independently or as a member of a geographically dispersed team on assigned projects
    • Speak and write clearly and effectively in English and Italian; any other language is a plus
    • Experience developing communication plans for projects, maintenance activities and system related information
    • Experience in multinational projects related to service Delivery
    • Deep knowledge of Enel Environment especially ICT



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