Head of Services Delivery

3 weeks ago


Midland MI, United States Stefanini Full time

Who we are For 30 years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). You will oversee a number of teams across the globe providing outsourced IT services to one or more key client(s). You will be responsible for driving strategy within your assigned delivery program(s) in partnership with the Business Unit Leader and Client Success Director. You will also enjoy working with an energetic and dynamic team, engaging at many levels with the client to improve the service delivered to their users.

Responsible for day-to-day global delivery of Field Services
Manage to scope of work and change of scopes
Accountable for Service Level Agreements (SLA) and other contractual deliverables
Chair and participate in both internal and client-facing service delivery meetings
Conduct ticket audits, negative survey follow-ups and other quality initiatives
Sponsor and drive improvement activities for the account
Champion innovation and transformation initiatives
Identify opportunities to expand service offerings
Manage financials to budget
Create cohesive team environment through consistent management
Conduct formal one-on-ones and performance reviews
Assist with development and launch of new accounts
Collaborate with colleagues in shaping the future of Field Services



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