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Director, Service Delivery

Plano, Texas, United States of America


Job Title:

Director, Service Delivery

Role Overview:

Trellix is looking for a Director, Service Delivery to oversee the strategic and tactical direction for Global Datacenter Support and Service Delivery. This role is integral to the overall efficiency and security of all Global Datacenter infrastructure.

About the Role

  • Develop a scalable service delivery model to include a documented roadmap, goals, and objectives
  • Provide clear leadership, coaching and guidance to the Global Datacenter Service Delivery team
  • Lead robust processes and standards to enable efficiency and effectiveness of the team
  • Establish and maintain Service Level Agreement(SLA), Standard Operating Procedures (SOP), Data Center operation framework and system
  • Evolve the staffing model to support the requirements of a global world-class organization
  • Handle issues that may cause service impacts and act as a liaison for incidents not being resolved in a timely manner
  • Drive process improvement to enhance the productivity
  • Responsible for the day-to-day functional management of the organization, to include performance management, training/developing, forecasting/reporting, and budgeting/expense control.
  • Set future direction and plans. Ensures operation meets basic user, headcount, and quality guidelines.
  • Requires advanced knowledge of a highly technical or professional field. Applies advanced principles, theories, and concepts.
  • Contributes to the development of new principles and concepts.
  • Maintains strong partnerships with internal teams to advise business and functional leadership on all aspects of the Global Datacenter Operations.
  • Manage vendor and service provider relationships to address problems, secure solutions, and services, and coordinate preventative maintenance.

About You:

  • 10+ years of experience in related roles, with at least 5 years in Global Datacenter and/or IT Service Delivery management role
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Exceptional communication skills including written, verbal, and presentation
  • Excellent understanding of IT systems and technologies
  • Experience in making data-driven decisions

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.


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