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Director IT Service Delivery EU in Bratislava

at Spin Master Careers

Date Posted: 12/6/2018

Job Snapshot

Job Description

1.0 General :

The Director of IT Service Delivery is a critical role in the delivery of the information and communications technology (ICT) services and for ensuring successful customer experiences that are consistent with our organization’s expectations.

The Director will be proactive in identifying potential opportunities for on-going customer satisfaction and taking action to address those opportunities.

2.0 Specific Responsibilities :


  • Intently focused on internal customers, therefore enhanced communication skills (verbal and written) will be critical as you will be liaising with all levels within the organization and gathering feedback from key stakeholders to enhance our customer service.


  • This role provides business solutions leadership and is the critical link between the business and technology specialists.


  • The Director ensures customer satisfaction levels are high by analyzing data and working to improve processes. This is accomplished by overseeing the delivery of IT services to internal customers.


  • The Director establishes policies designed to ensure consistently high service performance, and monitors employee performance and evaluates customer feedback to refine quality improvement processes. The organizations goal is to provide consistent and high quality online services to ensure that each customer gets the best experience possible.


  • The Director is responsible for managing the Information Technology employees involved in the delivery process and liaises with all areas of the EU leadership team to ensure shared accountability for carrying out the required activities to meet client needs.



  • Provides leadership and directs the provision of customer services to ensure timely and quality response to customer inquiries and support requests.
  • Develops and implements policies and protocols to build effective working relationships with stakeholders and respond to stakeholder requests for information.
  • Act as point of IT escalation for EU


  • Plans and manages the provision of support and troubleshooting of all IT and business solutions and desktop/IT support.
  • Responsible for tracking IT service tickets and ensures resolutions of critical issues in a timely fashion.
  • Responsible for vendor management and liaising with Business Leads and IT solution integrators.


  •  Provides supervision, coaching and motivation to IT staff.
  •  Establishes priorities, develops standards, analyses work flow, sets   deadlines, reviews work, and resolves internal operational, service   delivery and administrative problems.
  •  Performs ongoing assessment of staff training and development needs,   and ensures they are met.
  •  Establishes performance standards, reviews and evaluates performance.
  •  Fosters and supports the creation of a team environment to ensure the   attainment of organizational objectives. 


  • The Director must constantly assess customer feedback and data analytics to make necessary improvements. This will involve setting customer satisfaction metrics and goals, including measuring the total customer experience. The Director is responsible for conducting additional research and taking steps to correct deficiencies, when targets are not met.

Job Requirements

4.0 Required Skill Set :

  • The ideal candidate will have a technology background in solution development and strong project management skills
  • Leadership skills, team building, and interpersonal skills will be essential as this role will oversee a team of IT staff
  • Demonstrate excellence in planning, prioritizing, execution, and program reporting that is data/evidence driven
  • Expertise and proven skills in liaising with an external IT vendor and leading an IT team
  • Negotiation and conflict resolution skills to resolve complaints and mitigate issues
  • Skills to lead the development of ICT, business and operational systems and processes
  • Expertise in leading new organizations involving IT staff, financial resources and various systems, processes and protocols to achieve continuous improvement
  • This role requires occasional work outside regular hours
  • This role requires occasional travel to other EU locations

5.0 Required Qualifications & Experience :

  • Degree in Information Technology, Business Administration and/or Project Management with 10+ years of relevant experience
  • Strategic leadership experience in promoting and supporting compliance through customer service, strategic advice and communication


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