Get AI-powered advice on this job and more exclusive features.Direct message the job poster from Uniphar GroupUniphar have 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 across people, process and technology.Key Responsibilities:Oversee the end-to-end handover process from Project Dawn delivery across multiple technology partners, ensuring service excellence and adherence to project timelines.Work 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 and objectives.Design and implement a comprehensive service delivery framework that includes best practices, methodologies, and processes to ensure consistency, efficiency, and high-quality service delivery across all projects and initiatives.Foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders, engaging them in the design and implementation of the service delivery function.Drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.Provide leadership and guidance to the service delivery team, fostering a culture of collaboration, excellence, and high performance.Identify and mitigate risks related to service delivery, ensuring compliance with industry standards and regulations.Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.Oversee the end-to-end software delivery process across multiple technology partners, ensuring service excellence and adherence to project timelines.Implement and maintain governance structures for software delivery, ensuring compliance with industry best practices such as Agile, DevOps, and ITIL.Manage incident, problem, and change management processes related to software services.Manage and communicate release schedules, ensuring transparency across all stakeholders.Be willing to take on additional tasks as required by Uniphar business.Strategic Vision and Planning: Ability to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.Stakeholder Engagement and Collaboration: Excellent communication and stakeholder management skills, with the ability to foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders.Leadership and Team Development: Strong leadership and team management capabilities, with a focus on developing the team's skills and capabilities, fostering a culture of collaboration, excellence, and high performance.Continuous Improvement and Innovation: Ability to drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.Risk Management and Compliance: Expertise in identifying and mitigating risks related to service delivery, ensuring compliance with industry standards and regulations.Performance Monitoring and Reporting: Proficiency in establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.Customer Service Orientation: Strong customer service orientation with a proactive approach to issue resolution.Analytical Skills: Ability to analyse data and generate actionable insights.Adaptability and Resilience: Adaptability and ability to work under pressure, with a focus on problem-solving and decision-making abilities.Financial Acumen: Financial acumen and ability to manage budgets effectively.Qualifications & ExperiencesBachelor's degree in computer science, IT, computer engineering, or a related field10+ years of proven experience in service delivery management, with a focus on large-scale ERP implementations.Strong understanding of SAP transport management, release cycles, and landscape strategiesStrong understanding of Service Now and service management platformsExpertise in designing and implementing service delivery frameworks, including best practices, methodologies, and processesExperience in defining and managing quality gates and Path to Live processesProficiency in change and release management frameworks, such as ITILAbility to work across multi-tier environments and manage complex dependenciesExperience with automation tools for release and deployment managementKnowledge of Continuous Integration and Continuous Delivery (CI/CD) pipelinesWorking knowledge of a range of technologies, including S4, SAP Rise, and AzureStrong stakeholder engagement and communication skillsProven track record of driving continuous improvement and innovation within service delivery functionsAbility to analyse performance metrics and generate actionable insightsSeniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionInformation Technology and ManagementIndustriesPharmaceutical ManufacturingReferrals increase your chances of interviewing at Uniphar Group by 2xSign in to set job alerts for “Service Delivery Director” 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