Director - Service Delivery

Microland Limited; Greater London; On-site; GBP 90,000 - 110,000; Full time

Job summary

Microland Limited is seeking a senior program governance professional responsible for achieving annual margin goals and driving improvement initiatives. The role focuses on optimizing account profitability, tracking performance, and maintaining formal succession planning to ensure continuity of leadership.

You will govern program quality, process adherence, and value delivery for key accounts. The position requires strong leadership, stakeholder management, and a track record of delivering

Qualifications

• Unit/account margin goals for the year must be achieved.
• Margin goals via optimization initiatives with monthly profitability reports.

Responsibilities

• Achieve unit/account margin goals for the year.
• Achieve margin goals through optimization initiatives for the account.
• Ensure revenue goals for the unit/account for the year.
• Maintain formal succession plan for critical roles in the program.
• Publish formal GandO for the program and track via governance.
• Ensure 0 defects delivery and all KPIs on green status.

Skills

Business Planning

IT Strategy

Opex Budgeting

IT Operations

Microland First

RFP Responses

Org Change

Education

Engineering Degrees (B.E./B.Tech/MCA)

Job description

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Functional | Business Management / CXO | Business Planning and Strategy | 5 - Expert
• Primary -> Functional | Business Management / CXO | IT Strategy and Planning | 5 - Expert
• Secondary -> Functional | Financial Planning and Analysis | Opex Budgeting | 5 - Expert
• Secondary -> Functional | IT Operations Management | Business Relationship Management | 5 - Expert
• Tertiary -> Behavioral | Microland Skills | Microland First | 5 - Expert
• Tertiary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert
• Tertiary -> Functional | Organization Change and Development | Organization Restructure | 5 - Expert

Certification :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

1. 1. Achieve the Unit / account margin goals for the year
2. 2. Achieve the margin goals through various optimization initiatives for the account (Measurable: Monthly Accounts profitability Reports published by finance)
3. 3. Revenue Goals: Achieve the Unit / account revenue goals for the year
4. 4. Maintain Formal documented succession plan for the critical roles in the program
5. 5. Have a Succession plan - formal documented plan for all critical roles / people (Measurable: WMG, HR and LandD Dashboard)
6. 6. Achieve SLAs / KPIs for programs - All green status - Zero defect delivery
7. 7. Achieve formal published GandO for the program as agreed and tracked through customer governance
8. 8. Ensure that Any misses to have a formal RCA based fix or a formal SIP initiative associated
9. 9. Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits
10. 10. Achieve Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline
11. 11. Ensure tracking of productivity in a systematic manner and take measure to improve productivity (Formal internal reviews for published plans vs actuals)
12. 12. QMS / IMS Goals: Ensure account maintains 100% compliance to service and security management processes defined.
13. 13. Ensure 100% adherence and implementation to QMS processes defined by organization in accounts.
14. 14. Ensure Zero Major NC in Internal and External Audit
15. 15. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
16. 16. Value based delivery: Identify and execute initiatives classified as Value for customer
17. 17. Demonstrate to customer on the Value delivered to customer through these initiatives
18. 18. Ensure documentation of the projects and share the same with SEPG team