Purpose Statement
The Regional Delivery Lead holds a pivotal role in overseeing the successful delivery of managed services within a specific geographic region. As part of the Global Managed Services leadership team, this position demands a comprehensive understanding of Microsoft Business Applications, managed services, strong leadership skills, and the ability to drive operational excellence. The individual in this role will collaborate with cross-functional teams to ensure the delivery of exceptional-quality managed services that meet or exceed client expectations.
Major Areas of Responsibility
- IT Service Management (ITSM): Oversee and manage end-to-end Managed Service delivery within the region, ensuring alignment with client needs and industry best practices
- Service Level Management: Enforce defined service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
- Relationship Management: Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management
- Leadership: Provide leadership and direction to a team of service delivery professionals, fostering a collaborative and high-performance work environment
- Change Management: Drive continuous global initiatives within the region, identifying and implementing changes to enhance service delivery.
- Resource Management: Coordinate resources, prioritize tasks, and manage workloads to ensure timely resolution of incidents, service requests, and change management activities.
- Learning and Development: Promote continuous learning within the team, encouraging skill development and staying abreast of industry trends and updates
Primary Measures
- Client Satisfaction
- Services Margin
- People Retention
Specific Job Responsibilities
- Strategic Planning
- Contribute to the development and execution of the strategy for Dynamics D365 Managed Services
- Identify growth opportunities, enhancements, and expansion to the service offerings to meet evolving client needs
- Participate in capacity planning and resource forecasting activities
- Team Leadership
- Lead and manage a team of professionals responsible for delivering managed services
- Provide guidance, coaching, and mentorship to ensure a high-performing and motivated team
- Foster a collaborative and positive work environment
- Client Relationship Management
- Build and maintain strong relationships with clients in the region
- Serve as a point of escalation, efficiently resolving client issues and ensuring their satisfaction through proactive communication and effective problem-solving
- Operational Excellence
- Monitor and analyze key performance indicators (KPIs) for managed services delivery, identify trends, and take corrective actions as needed
- Implement best practices to enhance operational efficiency and service quality
- Ensure compliance with service level agreements (SLAs)
- Introduce new services or features to meet evolving client needs.
- Resource Management
- Work closely with Team Leads within the region to allocate resources efficiently, balancing workload and ensuring optimal utilization of team members to meet the demands of service delivery
- Create and maintain a culture for team members that attracts and retains highly competent and engaged people
- Ensure team members have appropriate opportunities for personal and professional growth, including the ability to grow their customer service skills
- Foster a culture of continuous learning by encouraging team members to pursue professional development, certifications, and training relevant to their roles
- Promote a positive work environment that prioritizes employee well-being, work-life balance, and job satisfaction.
- Continuous Improvement
- Drive continuous improvement initiatives to optimize processes and enhance service quality
- Contribute to the identification and implementation of new technologies or methodologies to improve managed services
- Ensure cost-effective delivery of services without compromising quality.
- Communication
- Effectively communicate with internal teams, clients, and stakeholders
- Provide regular updates on managed services delivery performance and key achievements
- Risk Management
- Identify potential risks to managed services delivery and develop strategies to mitigate them
- Implement robust contingency plans to ensure uninterrupted service delivery
Knowledge, Skills, and Abilities
- Proven experience in a Regional Delivery Lead or similar role within a Managed Services environment
- Bachelor's degree in a relevant field; Master's degree is a plus
- Relevant certifications in IT Service Management (ITIL) are a plus
- In-depth knowledge of Dynamics 365 applications (or similar) and their integration with other enterprise systems
- Strong understanding of Managed Services delivery practices (ITIL), industry trends, and regional considerations
- Excellent communication, negotiation, and interpersonal skills
- Analytical mindset with the ability to use data for decision-making
- Proven ability to lead and motivate a diverse team
- Self-motivated and able to work autonomously and as a team member
- Able to prioritize competing demand and self-manage time effectively