Service Delivery Director

Key Responsibilities:

• Oversee the end-to-end handover process from Project Dawn delivery across multiple technology partners, ensuring service excellence and adherence to project timelines.
• Work with the Wider Technology team and Business functions to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
• Design and implement a comprehensive service delivery framework that includes best practices, methodologies, and processes to ensure consistency, efficiency, and high-quality service delivery across all projects and initiatives.
• Foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders, engaging them in the design and implementation of the service delivery function.
• Drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.
• Provide leadership and guidance to the service delivery team, fostering a culture of collaboration, excellence, and high performance.
• Identify and mitigate risks related to service delivery, ensuring compliance with industry standards and regulations.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.
• Oversee the end-to-end software delivery process across multiple technology partners, ensuring service excellence and adherence to project timelines.
• Implement and maintain governance structures for software delivery, ensuring compliance with industry best practices such as Agile, DevOps, and ITIL.
• Manage incident, problem, and change management processes related to software services.
• Manage and communicate release schedules, ensuring transparency across all stakeholders.
• Be willing to take on additional tasks as required by Uniphar business.

Key Skills & Competencies:

• Strategic Vision and Planning: Ability to develop and implement a strategic vision for the service delivery function, aligning it with the company's long-term goals and objectives.
• Stakeholder Engagement and Collaboration: Excellent communication and stakeholder management skills, with the ability to foster strong relationships with key stakeholders, including internal teams, external technology providers, and business leaders.
• Leadership and Team Development: Strong leadership and team management capabilities, with a focus on developing the team's skills and capabilities, fostering a culture of collaboration, excellence, and high performance.
• Continuous Improvement and Innovation: Ability to drive continuous improvement and innovation within the service delivery function by analysing performance metrics, identifying areas for improvement, implementing best practices, and leveraging new technologies and methodologies.
• Risk Management and Compliance: Expertise in identifying and mitigating risks related to service delivery, ensuring compliance with industry standards and regulations.
• Performance Monitoring and Reporting: Proficiency in establishing and monitoring key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness of the service delivery function, presenting performance reports and improvement plans to key stakeholders.
• Customer Service Orientation: Strong customer service orientation with a proactive approach to issue resolution.
• Analytical Skills: Ability to analyse data and generate actionable insights.
• Adaptability and Resilience: Adaptability and ability to work under pressure, with a focus on problem-solving and decision-making abilities.
• Financial Acumen: Financial acumen and ability to manage budgets effectively.

Qualifications & Experiences

• Bachelor's degree in computer science, IT, computer engineering, or a related field
• 10+ years of proven experience in service delivery management, with a focus on large-scale ERP implementations.
• Strong understanding of SAP transport management, release cycles, and landscape strategies
• Strong understanding of Service Now and service management platforms
• Expertise in designing and implementing service delivery frameworks, including best practices, methodologies, and processes
• Experience in defining and managing quality gates and Path to Live processes
• Proficiency in change and release management frameworks, such as ITIL
• Ability to work across multi-tier environments and manage complex dependencies
• Experience with automation tools for release and deployment management
• Knowledge of Continuous Integration and Continuous Delivery (CI/CD) pipelines
• Working knowledge of a range of technologies, including S4, SAP Rise, and Azure
• Strong stakeholder engagement and communication skills
• Proven track record of driving continuous improvement and innovation within service delivery functions
• Ability to analyse performance metrics and generate actionable insights

Uniphar – Who we are

With a workforce of more than 3000 employees spread across Ireland, United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and MedTech manufacturers, working to improve patient access to medicines around the world. Uniphar provides outsourced and specialized services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our highly expert teams.  Uniphar is organised into three key divisions: Supply Chain Retail & On Demand, Uniphar Med Tech and Uniphar Pharma.

Supply Chain & Retail

Supply Chain Services provides both pre-wholesale and wholesale distribution of pharmaceutical, healthcare and animal health products to pharmacies and hospital nationwide. The business supports a diverse customer base through the provision of strong service levels coupled with innovative commercial initiatives. In addition, the business provides services and supports that help independent community pharmacy to compete more effectively in an increasingly difficult environment and runs a network of Uniphar-owned pharmacies under the Life, Allcare, McCauleys and Hickeys symbol brands.

Pharma – On Demand

The On-Demand business is a specialist medical supply business that sources and distributes pharmaceuticals, medical equipment, and consumable supplies to healthcare professionals in over 160 countries worldwide. We have offices in Ireland, UK, Europe, USA and New Zealand. The company’s main divisions encompass everything from International Sales through Sales to NGO’s and Charities, Clinical Trials Supply, Imported (Unlicensed Medicines), Sexual Health Supplies, and the storage and distribution of medical products and devices for third parties.

Click here to find out more: About Us - Who we are | Uniphar

Culture at Uniphar

Uniphar is a combination of many businesses each with its own identity, culture, values, and ways of working.  Our overarching culture narrative is inclusive of each of these stores. Uniphar lives and breathes four key pillars which unpin and support our culture.

We have a people first approach - we do the right thing. We support entrepreneurial spirit where adaptability, commitment & resilience is embodied in our way of working. We have a Common Purpose that connects our diversified businesses and people. Finally, Trust is at the heart of how we operate.

Everything Uniphar does is enabled by our people and as we continue to grow domestically and internationally, we become more diverse.  This diversity fuels our business and culture. 

Sustainability

Sustainability is at the core of what we do and is deeply embedded in our business strategy. We want to contribute positively to the people and the world around us. Running our business in a sustainable way ensures that Uniphar will continue to prosper in the long-term. We are focused on ensuring that each of the five pillars of our sustainability strategy are a fundamental part of our decision-making process.