Global Operations and Service Delivery Director

Purpose and Scope:

Act as the primary point of contact/escalation for all IT issues related to Service Delivery with CAP Gemini.

Partner closely with the Strategic Vendor Management organization to ensure that the vendor's performance meets Service Delivery expectations. The Service Delivery Director, along with the technology domains, monitors the day-to-day vendor operations, trending and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. The Director will ensure the vendor takes appropriate action to correct failed activities, functions, and processes.

Principal Duties & Responsibilities

• Ability to establish and maintain effective relationships with all levels of management and operations across FME and vendor partner organizations
• Oversee the transition and integration of outsourced operations, ensuring minimal disruption to business processes and maintaining quality standards, especially in the directory services and access areas.
• Coordinate with internal departments, such as legal, finance, risk/compliance and IT, to ensure that outsourcing arrangements comply with regulatory requirements and company policies and procedures
• Review and have in-depth knowledge of benchmarks and SLA’s contractually agreed upon with vendor
• Work with VMO and other IT management to support the process of defining metrics for Information Technology and enterprise operations and create Service Level Agreements (SLAs) both within IT, and between IT and other FMC business functions.
• Monitor SLAs and provide and indepth review and feedback of vendor provided reports demonstrating adherence to specified metrics
• Ensure the Vendor establishes and maintains corrective action to FME leveraging the effective use of support metrics, statistics and detailed problem analysis resulting in the proactive prevention of problem incidents
• Lead risk management activities related to operational outsourcing, including identifying potential risks, working with IT and the service provider to develop mitigation strategies, and preparing contingency plans for critical outsourced functions.
• Continually assess IT needs of FME to ensure communication of changing support requirements to the vendor
• Identify opportunities for streamlining operations and enhancing vendor productivity
• Understands the critical business processing cycles in detail; globally
• Ensures vendor provides timely communication and request for approval of planned changes to be turned over to production
• Ensures that final check on detailed records of the movement of all changes is captured for compliance.
• Strategic leader with broad-based knowledge in individual departments, and strong knowledge of industry practice and business principles. Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company
• When required communicate expected best practices around production support technique.
• Manage supplier and associated products and services to meet the fluctuating needs of the IT support services function
• Recognize and identify potential areas where existing policies and procedures associated with IT support require improvement and facilitate the process improvement activity; especially as it relates to user experience, onboarding and access management
• Ensure appropriate escalation of all IT support related issues
• Coordinate the monthly financial review to ensure transparency in the planned budget versus actuals for the outsource serviced.
• Coordinate and report the tracking oft he change controls with the Service Provider for planned scope and service change to ensure they are properly approved by the DTI leadership and that there is transparency for DTI leadership on the financial impacts of such changes.
• Is accountable and owns management of highly escalated issues raised to this level
• Other duties as assigned.

Education:

• Bachelor’s Degree required; Advanced Degree preferred

Experience and Required Skills:

• 10+ years’ related IT and vendor experience, heavily focused on the domain, identity and access space
• 5+ years’ experience as a Manager; or 5+ years’ experience in a senior managerial role
• Strong and proven management skills with the ability to lead cohesive and productive teams
• Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact
• Excellent oral and written communication skills
• Functional knowledge of outsourcing processes and principles
• Understanding of benchmarking and other performance measurement techniques
• Ability to assist development of situation-appropriate performance improvement plans
• Expertise in structuring terms, conditions, service levels, etc.
• Experience within a senior IT management position in a large multi-divisional corporation managing geographically distributed departments
• Experience assembling and leading teams to resolve complex IT problems
• Thorough understanding of IT architecture; cloud, applications, network, systems, etc.
• Experience in Quality Process Improvement methodologies
• Proven leadership, organizational and planning skills
• Proven experience in operational IT environment
• Experience with development of metrics and continuous quality improvement

This is a hybrid position.