Service Delivery Director

Who we are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 30,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

Director Delivery – Lights On Production Support

You Are:

A passionate leader working as IT Applications Lights On Delivery Director is responsible for leading the successful operational transition and ongoing support of Client’s IT applications and services. The role involves ensuring that all applications and services in production are fully functional and meet business requirements. This role will oversee the end-to-end operational delivery, support, and optimization of business-critical applications, ensuring their long-term stability, performance, and compliance with service level agreements (SLAs). This role will collaborate closely with various internal and external stakeholders, including development, infrastructure, and vendor teams, to guarantee seamless service delivery

The Opportunity:

Service Transition and Delivery Management:

• Lead the transition of IT applications and services from project phase to operational “Lights On” support, ensuring readiness and stability.
• Oversee the entire lifecycle of application management, ensuring services meet operational SLAs and KPIs post-go live.
• Manage handover from project/development teams to operations, ensuring comprehensive knowledge transfer, documentation, and support readiness.
• Establish a seamless process for onboarding new applications or services into the 'Lights On' stage.

Operational Excellence:

• Ensure continuous and stable operation of applications across the organization, maintaining high availability, performance, and reliability.
• Develop, implement, and maintain processes for incident management, problem resolution, and continuous service improvement for business-critical applications.
• Lead root cause analysis (RCA) for any critical incidents and ensure corrective actions are put in place to avoid recurrence.
• Establish and maintain best practices in application monitoring, change management, and disaster recovery planning.

Team Leadership & Collaboration:

• Lead and manage a team of IT operations professionals responsible for application support, ensuring they are well-trained, motivated, and delivering results.
• Work closely with cross-functional teams (e.g., development, infrastructure, security, business units) to ensure alignment on business priorities and operational requirements.
• Ensure collaboration between client teams and partners for application support and issue resolution.

Service Level Management:

• Define, monitor, and enforce service level agreements (SLAs) and operational level agreements (OLAs) for IT applications and services.
• Regularly report on SLA performance to senior management, providing insights and recommendations for improvements where necessary.
• Develop key performance indicators (KPIs) to track the performance of 'Lights On' services and lead continuous improvement initiatives based on the results.

Risk Management & Compliance:

• Proactively identify risks to application stability and availability, developing mitigation plans and ensuring compliance with industry standards and regulatory requirements (e.g., GDPR, SOX, etc.).
• Ensure all IT services and applications comply with internal security policies and external regulatory requirements.
• Maintain audit trails, ensuring compliance with both internal and external audits, and managing any corrective actions or improvements from audit findings.

Stakeholder & Partner Management:

• Ensure highest level of collaboration and effective management of all stakeholders including client leaders.
• Oversee partner performance and manage expectations related to the support of IT applications and services.
• Ensure that partner delivers to agreed SLAs and address any service gaps or performance issues in a timely manner.

Financial Management:

• Manage the overall financials for the Lights On delivery function, ensuring cost-effective service delivery and optimal resource allocation.
• Analyze operational costs and identify opportunities for cost savings without compromising service quality.

Strategic Planning & Continuous Improvement:

• Contribute to the development of the IT strategy by defining goals for the continued stability and optimization of IT applications.
• Lead initiatives for process automation, service optimization, and technology upgrades to improve efficiency and reduce operational costs.
• Stay up to date with industry best practices and emerging technologies to enhance application delivery and operational processes.

What you need:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• ITIL certification or other relevant service management qualifications.
• 15 - 20 years of experience in IT service delivery, application management, or IT operations, with at least 5 years in a managerial role.
• Proven track record in managing 'Lights On' operations for large-scale, business-critical IT applications in complex environments
• Proven track record of managing business-critical systems in a 24/7 environment.
• Strong understanding of cloud platforms, databases, networking, and enterprise application architectures.
• Exceptional team management and leadership capabilities.
• Ability to remain calm and make decisions under pressure.
• Excellent written and verbal communication skills, with the ability to interact effectively with technical teams and senior leadership.
• Analytical mindset with a focus on identifying root causes and implementing sustainable solutions.

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.