CHS Corporate

The Service Delivery Director is a key service delivery leader responsible for ensuring the successful delivery of technical services to clients, meeting established quality, timeline, and service-level objectives. This role is pivotal in fostering strong client relationships, managing service teams, and driving continuous improvement to enhance service efficiency and customer satisfaction. The Service Delivery Manager serves as the primary liaison between the organization and its clients, ensuring that services are aligned with client needs and organizational goals.

Primary responsibilities:

• Service Delivery Oversight: Ensuring that the delivery of services meets the agreed-upon quality, timelines, and service-level objectives set with clients or stakeholders.
• Client Relationship Management: Building and maintaining strong relationships with clients, acting as the primary point of contact to understand their needs and address their concerns.
• Team Coordination and Leadership: Managing and guiding service teams to deliver high-quality services, assigning responsibilities, and ensuring alignment with client expectations.
• Performance Monitoring and Reporting: Monitoring service performance metrics, identifying areas of improvement, and regularly reporting progress to clients and internal stakeholders.
• Incident and Problem Management: Taking ownership of critical incidents, coordinating with technical teams for swift resolution, and implementing measures to prevent recurrence.
• Process Improvement: Continuously identify and implement improvements to enhance service efficiency and quality.
• Compliance and Risk Management: Ensuring organizational policies and relevant regulatory requirements while proactively managing risks.
• Vendor and Third-Party Coordination: Managing relationships and contracts with vendors and third-party service providers to ensure seamless service delivery.
• Contract Management: Manage client contracts, ensuring compliance with agreed terms, monitoring contract performance, and addressing any changes or renewal requirements.
• Customer Satisfaction Assurance: Continuously assessing and improving client satisfaction by addressing feedback and aligning services with customer goals.

Expertise and Skills:

• Service Delivery Expertise: Understanding of service-level agreements (SLAs), performance metrics, and service management processes.
• Technical Knowledge: A solid understanding of IT infrastructure, networks, and systems relevant to managed services.
• Project Management: Proficiency in managing multiple service delivery projects and ensuring timely completion.
• Contract and SLO Management Expertise: Ability to manage client contracts, negotiate terms, and ensure adherence to service-level agreements.
• Strategic and Analytical Skills: Expertise in evaluating service performance, identifying improvement areas, and aligning services with organizational goals.
• Team Leadership: Strong leadership skills, mentoring, and coordinating service teams to achieve goals.
• Client Relationship Management: Exceptional ability to build trust, communicate clearly, and address client needs.
• Interpersonal Skills: Strong aptitude for fostering collaboration within teams and with external stakeholders.
• Conflict Resolution: Skill in managing conflicts or issues diplomatically and maintaining positive client relationships.
• Problem-Solving Skills: Ability to diagnose and resolve incidents or service disruptions effectively.

Education & Experience:

• Bachelor's Degree (minimum): Common fields include Information Technology, Business Administration, Computer Science, or related disciplines.
• Proven IS&T Service Delivery: 5-10 years of relevant experience in managing IT services, client relationships, or technical teams.
• Leadership Roles: 5+ years in a leadership or managerial capacity, overseeing teams or projects.
• Client-Facing Experience: Demonstrated ability to manage and nurture client relationships.
• Healthcare Provider Industry Experience: Deep knowledge and experience with IS&T enablement of care delivery and operations of acute care facilities.