Director Service Operations & Control

Job Description

Director Service Operations and ControlDescriptionOverviewWe are looking for an outstanding Director of Service Operations and Control with extensive experience working with both Operations and Product Engineering teams and provide leadership, direction and management to delivery of consistent high quality services, with a focus on strategic and operational planning and evaluation of service delivery performance to support the achievement of objectives.Job Requirement

• Provide leadership and expert advice on service delivery issues, planning, service development approaches and create best-practice service delivery goals, standards and measures of success to ensure expectations are clear and that service delivery strategies are well aligned to organizational goals
• Ensures 24x7 operations of Service Delivery and Control department
• Drive solution architecture. Define tools and technology that are best suited to improve the service to meet better customer experience based on defined priorities, specified timeline and available resources.
• Develop and implement service delivery priorities, strategies and programs in short, medium and long term time frames to meet the diverse needs of key stakeholders
• Expert in providing oversight, mentoring team members and leading large development efforts. experienced in effectively delegating work.
• Help lead the transformation of Service Delivery teams from Private Cloud to Public cloud.
• Own the execution, tracking, and delivery of Service Level Agreement (SLA) and operation Level Agreements (OLAs), as well as identifying additional KPIs for delivering a first-class service to our customers.
• Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and effective and to action necessary improvements as required
• Analyze complex business needs with the cloud transformation and recommend technology solutions to support and improve service quality and adopte to next gen service model.
• Direct implementation and execution of system improvements via well-defined plans including procedures, deadlines and accountability
• Prioritize resources and projects in support of business value and corporate objectives for operational improvements
• Identify and manage service delivery issues and risks throughout the life of the project, develop action and contingency plans as appropriate
• Make recommendations regarding policies, standards and guidelines
• Ensure compliance with business standards and procedures by analyzing and measuring against current processes
• Engagement with global leadership to ready workforce and local operation to manage nextgen platforms
• Create, lead and drive the identification, development, and implementation of strategic process improvements that improve quality across the team, business unit and/or the organization as it relates to Cloud transformation
• Create, lead, drive and enhance organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within the Cloud and Technology Infrastructure space
• Provide highly specialized expertise and thought leadership to internal/external stakeholders for the Cloud space
• Create standardized processes for Incident Management, Problem Management, Request Fulfillment, Change Management and other service delivery processes
• Create metrics of operational performance and measure against the established metrics, identify potential improvements and operational enhancement projects
• Ensure all Tech Op?s processes and activities are communicated and coordinated internally and across functions, supporting Pearson?s overall plan and objectives, and are effective expenditure of resources.

Personal

• IT Operations experience leading teams of IT operators in the delivery of support and enhancement services
• Advanced user with ITIL Disciplines, Service Management and Service Delivery
• Passionate about building an inclusive engineering culture, with teams that are both eager to learn and deeply curious
• Experience leading large, global engineering organizations
• Strong attention to detail and problem solving skills
• Experience resolving conflict and priority issues
• Awareness of and ability to deliver on compliance requirements
• Excellent written and verbal communication skills and ability to interface and influence at all levels in the organization
• Excellent interpersonal, presentation and facilitation skills

Qualifications+

• Bachelors degree in Computer Science, MIS or a related field. 10 years of technical system, application development or system integration experience.
• Senior level manager with demonstrated experience in managing IT infrastructure and operations of similar or greater size/complexity/business criticality
• 10 to 15 years of IT and business/industry work experience

Primary Location: LK-LK-ColomboWork Locations: LK-Colombo-200 Nawala Maga One Maga One No. 200, Nawala Road, Narahenpita ColomboJob: TechnologyOrganization: Technology and OperationsEmployee Status: Regular EmployeeJob Type: StandardShift: Day JobJob Posting: Aug 16, 2019Job Unposting: OngoingSchedule: Full-time RegularReq ID: 1906248Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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