AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.
Position Overview:
The Role is crucial in the operational execution and continuous improvement of our EMEA service delivery functions. The Director will lead a significant portion of our geographically dispersed service delivery teams, ensuring the consistent, high-quality, and efficient delivery of IT services to our diverse client base. This individual will be instrumental in driving customer experience excellence, optimizing delivery processes through automation, managing the region’s P&L, ensuring client payments are made in time, and supporting the strategic objectives of the global service organization.
Key Responsibilities:
Operational Leadership & Execution:
* Lead a team of Service Delivery Managers (SDM) assigned to the region and provide them guidance and support to grow their business.
* Manage a large, multi-country client service delivery portfolio, ensuring operational excellence, adherence to SLAs, and timely project completion.
* Implement and enforce established operational processes, methodologies (e.g., ITIL, Agile, DevOps), and best practices to optimize efficiency and effectiveness within their assigned regions/service lines.
* Drive the successful delivery of various IT services, including break-fix services, dispatch services, managed services, cloud services, project management, application development and maintenance, infrastructure services, cybersecurity, and digital transformation initiatives.
* Monitor key performance indicators (KPIs) and metrics, proactively identify areas for improvement, and implement corrective actions to enhance service delivery performance.
* Oversee resource allocation, project scope, and issue resolution within their operational domain.
* Apply the Kaizen methodology and become an advocate and evangelist of XLA.
* Work closely with project management, engagement management, and implementation teams to ensure seamless service onboarding and delivery.
Customer Experience Excellence & Innovation:
* Build and maintain strong relationships with key EMEA clients, acting as a senior escalation point for critical issues and ensuring high levels of client satisfaction.
* Act as a strong advocate for customers, representing the voice of the client internally and influencing stakeholders to resolve issues and deliver value.
* Support the identification of opportunities to expand service offerings and deepen client relationships, focusing on delivering customer experience excellence at every touchpoint.
* Champion the adoption of automation technologies and innovative delivery models to enhance service quality, accelerate delivery, and create a seamless customer journey.
Financial Management Support:
* Manage the P&L for EMEA, and contribute to budgeting, forecasting, cost control, and revenue optimization efforts.
* Identify and implement cost efficiencies without compromising service quality or the pursuit of customer experience excellence.
* Conduct a real-life financial analysis of all activity to ensure costs allow EMEA to meet its margin targets.
Team Leadership & Development:
* Directly manage and mentor a team of service delivery managers and professionals, fostering a high-performance culture.
* Lead by example, promoting collaboration, accountability, and continuous professional development within the team.
* Make sure EMEA is ready to ramp up operations and support additional clients within the geography.
* Support talent acquisition, retention, and succession planning efforts for critical roles within their teams.
* Ensure teams are adequately trained on new product enhancements and processes, including automation tools and digital transformation methodologies, to effectively support customers.
Strategic Contribution & Succession Planning:
* Provide strategic input and recommendations to the SVP regarding service delivery strategy, operational improvements, and customer experience initiatives within EMEA.
* Demonstrate strong leadership and strategic thinking to actively prepare the region for business growth.
* Stay up-to-date with EMEA market conditions, industry best practices, and new enhancements, particularly in digital transformation and automation, applying this knowledge to influence philosophies and processes.
Qualifications, Skills, Competencies & Professional Experience:
* Bachelor’s degree in Business Administration, Service Delivery or a related field. Master's degree1 (MBA) highly preferred.
* Absolute mastery of English and superb presentation skills.
* Minimum of 15+ years of progressive experience in IT services, with at least 7+ years in a leadership role overseeing significant service delivery operations within a global IT services company.
* Proven experience managing large-scale service delivery across multiple countries and diverse client segments.
* Strong operational expertise in various IT service domains (e.g., Managed Services, Cloud, Applications, Infrastructure, Cybersecurity), with a keen understanding of their role in digital transformation.
* Solid understanding of industry best practices and frameworks (e.g., ITIL, Agile, DevOps), and experience leveraging automation to enhance these processes.
* Excellent leadership and people management skills, with a proven ability to lead, mentor, and develop high-performing teams focused on customer experience excellence.
Why AVASO Technology?
* Join a dynamic and innovative team with a global presence.
* Opportunities for career growth and continuous learning.
* Competitive salary and benefits package.
* Work with cutting-edge technologies to shape the future of IT solutions.
AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement
AVASO Technology Solutions (referred as “AVASO”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. AVASO is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.