Service Delivery Director (Harrisburg, PA)

Leads the local Delivery and innovation of Service offerings provided by Unisys to a particular account or group of accounts. Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solution partners and the client. Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis. Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems.

Data Center Services Management

Monitor service delivery performance against targets and customer service indicators.

Develop and implement process improvement to maximize service delivery and minimize costs.

Recognize business needs and find areas for growth at the client by assisting service delivery managers with identifying new services to offer to the client.

Ensure documentation standards are maintained.

Manage day to day administrative issues of team.

Build and maintain high team leader morale, and positively cascades Corporate and Departmental communications.

Lead, guide and develop direct reports on a day to day basis to achieve objectives and targets in accordance with the Unisys Performance Management process.

Handle all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures

Ensure training is provided as required to adapt and improve skill sets for changes in work profiles

Identify areas of risk around delivery and mitigate those in timely manner.

Act as an escalation point for external/internal clients. Escalate situations that may impact achievement of service commitments and KPIs/Targets in accordance with agreed procedures. Follow escalations through to completion ensuring all parties informed as required.

Contribute to RFP/New bids pertaining to specific technical domain by engaging and liaising with Sales, Service Delivery Management and Implementation teams as required to ensure that new business opportunities are scoped, resourced and implement.

Participate in management reviews as required.

Contribute to organization wide service excellence programs.

Contribute to monthly and quarterly management reporting.

At least 10+ years of experience in IT area with management experience.

Extensive experience leading by example in a large, complex data center.

ITILv3 best practices.

Ability to drive innovation

Delivering outsourced services within SLA.

Business and Portfolio expertise.

Excellent verbal and written skills.

Solid organizational and time-management skills.

Self-starting, self-motivating, self-learning work approach.

Ability to work with minimal supervision and affinity for team-based action planning.

Ability to coordinate multiple, dissimilar activities simultaneously.

An aggressive ability to clearly focus on deliverables while controlling disparate organizations involved in setting client expectations and defining service delivery.

Ability to develop and maintain good working relationships with clients and internal work groups.

Ability to keep management informed of real or potential problem areas and to provide resolution options.

Flexibility to work extended work schedules as required.

Aptitude for quick learning of technical and procedural topics.

Minimal supervision required to see a job through to satisfactory completion.

Excellent communication skills, both oral and in writing, in English.

Client-focused, resourceful, taking initiative, pro-active.

Commercial, proven track record of building relationships.

Results driven; analytical and a good negotiator

Ability to be on-site in Harrisburg, PA

US Citizenship