Head of Service Delivery

3 days ago


Reston, Virginia, United States Seneca Resources Full time
Job Title: Head of Service Delivery

As a seasoned leader, you will be responsible for overseeing the delivery of remote infrastructure services to a prominent financial institution. Your expertise will be instrumental in ensuring operational excellence, meeting service level agreements, and driving client satisfaction.

Key Responsibilities:
  • Lead global service delivery for a Fortune 50 financial services client, ensuring infrastructure support meets high standards and adheres to SLAs.
  • Drive client satisfaction by maintaining key performance indicators, conducting regular performance reviews, and addressing challenges proactively.
  • Manage a global team of engineers, fostering seamless collaboration across different time zones and regions.
  • Ensure security compliance, focusing on system hardening, patch management, and ongoing threat mitigation.
  • Innovate continuously by building a service roadmap that aligns with client needs, driving technology improvements, and ensuring infrastructure remains scalable and efficient.
  • Support business development, identifying and managing new service opportunities within the client's infrastructure environment.
  • Collaborate with internal departments, ensuring service alignment with broader organizational goals.
  • Control delivery budgets, ensuring services are provided within the agreed cost structure and achieving operational efficiency.
  • Mentor and develop your team, creating individual development plans and fostering a collaborative and growth-focused team culture.
Requirements:
  • Leadership Experience: Proven ability to lead a team of 10+ engineers, preferably across multiple time zones and regions, with at least 5 years in a senior service delivery leadership role.
  • Managed Services Expertise: Extensive experience as a Head of Delivery or Senior Delivery Manager within a Managed Services Provider (MSP), specifically in client-facing roles for large-scale, mission-critical clients.
  • Financial Services Experience: Deep understanding of delivering services to financial services clients, including regulatory and security requirements unique to the industry.
  • Infrastructure & Security Knowledge: Minimum 7 years of experience in infrastructure engineering, with strong knowledge of cloud environments, system hardening, and ISO27001 security standards.
  • Client Management: Strong track record of managing senior client relationships in a Fortune 500 context, with a focus on ensuring high satisfaction, resolving escalations, and proactively identifying new opportunities.
  • ITIL Framework: Proficient in ITIL methodologies, particularly in service operations, continual service improvement, and service design.
  • Business Development: Experience in identifying and growing service opportunities within an existing client account, contributing to business development and revenue growth.

Seneca Resources is a client-driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. We are a leading IT services provider with offices in Virginia, Alabama, New York, and Georgia, serving clients throughout the United States. Our success lies in our strong corporate culture, engaging work, competitive compensation, extensive professional training, and excellent career advancement opportunities. We are looking for the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.


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