Job Description:
The Director, Service Delivery is responsible for the first level technology support services provided to Gap Inc HQ (currently NA & Eu) and eCommerce/GID (NA) business partners. This includes leadership of the outsourced Corporate Service Desk and of the internal GID Service Desk team. This role may scale the organization across new customer segments and geographies in future.
The ideal candidate will be a proven team builder and leader with a service oriented mind-set and strong vision of strategic service desk capabilities . This leader will need to be able to work effectively in a heavily matrixed organization. They will have spent a majority of their career leading and managing efforts to improve efficiency and effectiveness of service delivery in partnership with other IT teams.
By nature, you are incredibly motivated by delighting customers, you have a strong sense of what it takes to exceed customer expectations and you lead by example in the delivery of results.
Responsibilities:
Service Delivery
Contribute to the creation of the long term GapTech Customer Success strategy and own the strategy for Customer Service with a focus on customer experience, innovation and value.
Create operational plans for Customer Service aligned with the strategy and lead the execution of plans with the team.
Establish a continuous service improvement programme with measurable improvement targets focused on delivering world class customer service to the global GapTech customer.
Responsible for the development, monitoring, and analysis of service delivery metrics to drive the continuous improvement process to ensure SLA's are continually met and continually improved.
Identify incident commonalities, initiate and, when applicable, coordinate with problem management to support root-cause analysis to identify and correct major problems
Participate in the development and maintenance of a knowledge management system, continuously improving knowledge base for incident resolution and user self service
Develop plans to drive efficiency to the operations that maximize improved service quality and decreased costs.
Be the escalation point for production issues and follow through to resolution
Lead a team comprised of FTE and contractors generally within the Service Desk arena
Create an atmosphere that fosters high performance of collaboration within the organization and with appropriate suppliers that emphasizes teamwork and accountability while rewarding initiative, innovation, discipline and operational excellence
Establish clear goals and performance objectives that are aligned to the team vision and strategic direction. Measure performance against results
Focused on growing a strong team aligned with GapTech and the business with consistent delivery of business-value
Develop strong customer/partnership relationships. Establish yourself and your team as a trusted advisor / partner. Continuously manage customer expectations.
Establish and maintain regular communications with GapTech Leadership regarding Service Desk initiatives, performance, concerns, etc.
Engage with senior executives of External Service Providers to plan and manage solutions and services
Direct and manage External Service Providers in the provision of Service Desk services including their methodologies, procedures, policies in relation to the services provided
Ensure compliance of metrics and service levels against External Service Provider contracts
Fosters a strong partnership with External Service Providers to deliver on joint objectives and continuously improve, innovate and deliver increasing value together
Responsible to create and manage the annual operational budget (approx $3M annually).
Responsible for managing vendor spend to balance business need and budget
Desired Skills and Experience
BA/BS degree
Minimum 10 years relevant work experience
The right person should have held a senior role in an IT Service Delivery / Infrastructure organisation, preferably with experience in retail.
Excellent leadership, follow-up, and customer service skills
Exceptional management and people skills and the ability to engage and motivate staff
Ability to lead by example and have a deep commitment to both exemplary customer service
High energy level and creative problem-solving abilities
Significant vendor management experience
Excellent verbal, written and interpersonal communication skills with ability to present complex ideas in clear, concise fashion to technical and non-technical groups; strong presentation skills necessary to inform and influence a wide range of audiences including senior business leaders.
Proven analytical, evaluative, and problem-solving abilities
Self-motivated team player who has fresh ideas and thrives off of team success
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