About The Role: The role of Global Service Delivery & Integration will be a senior leadership and management role reporting to Global Infrastructure Services. The role-holder will work in close partnership with NA CIOs, Heads of Infrastructure and Production Support Services respectively to ensure excellent service and program delivery. The role-holder will manage the operation and development of a comprehensive range of delivery and program services, improving operational excellence and business partner experience, and will contribute to the development and implementation of the Technology Strategy to deliver the Company's strategic operating objectives. This role is currently an individual contributor and may have direct reports in the future. Responsibility includes, but not limited to, Project Management Office, Infrastructure Integration Services, Governance of Production service enablement, Business Centre Operations & Global Centre of Excellence Operating strategy. Key responsibilities include: Program delivery for Infrastructure Services Projects Drive the Global Operating / Technology Operating Center Model Drive automation and standards Ensure Infrastructure and applications are adhering to the permit to operate before going live Inform the strategic direction of Information Services to deliver the Company's strategic priorities; advising on the implications and feasibility of options in relation to customer service; identifying potential impacts on service delivery. Establish and monitor standards for all Service Delivery and Integration teams to ensure delivery of robust and resilient services. Lead team managers to deliver operational services to support service provision and to manage and develop their respective teams. Liaise closely with the Heads of Infrastructure and Production Services to ensure effective, responsive, and resilient customer services. Advise Infrastructure Head on the most effective allocation of resource across their teams. Review and implement continuous improvement processes. Advise on new systems and services required or service adjustments to meet strategy needs. Assist team managers to develop their teams and services. Make/contribute to fully costed business cases required for the integrated planning process. This role will report directly to the NA Infrastructure Head. Position Requirements 5-10+ years' experience in technology Operations BS in Engineering or Compute Science Broad know-how of IT (Infrastructure, Applications) Familiarity with IT Service Management toolsets such as ServiceNow Experience working with large multi-cultural teams. A demonstrable track record of management and leadership of teams/across teams Experience with Organizational Change Management Demonstrated experience producing programmatic deliverables. Demonstrated experience with facets of personnel management. Demonstrated experience in leading change, with track record of identifying and implementing opportunities to improve operations and performance. Ability to create support and buy-in across a wide range of stakeholders; create a strong network of relationships among peers, internal partners, external partners, and decision makers. Promote a culture of collaboration and teamwork across organizational boundaries; willing to break down functional silos to optimize business results and to facilitate the overall organization. Experience Leading a large geographically diverse matrix organization. Ability to operate effectively in a large global organization. A Change agent with experience in automation & reliability engineering Experience of developing and implementing policy/procedural change. Proven experience in managing professional teams and dealing with sensitive performance and personal matters in a diplomatic and effective manner. Strong organizational, operational planning, management, and business skills Proven interpersonal skills, including leadership and relationship building. Extensive experience of managing a high-volume multi-skilled customer service operation which should include experience of customer relationship management, resource, and people management. Experience in customer-focused service provision and on influencing organizational change within a complex environment. Experience of establishing and maintaining effective relationships with a wide range of groups, individuals, and organizations Experience of working with and influencing senior management Skills will include excellent oral and written communication, delegation, problem solving, project management, resource management, planning, facilitation, leading/chairing internal and external networks and performance management. Travel: Limited
