Highly accomplished and experienced IT Service Delivery Director with over 20 years of expertise in leading and managing high-performance teams to deliver exceptional IT services. Proven track record in successfully implementing and optimizing IT service delivery processes, driving operational efficiency, and ensuring customer satisfaction. Proficient in managing large-scale IT projects, overseeing budgets, and ensuring timely delivery within scope and budget constraints. Strong leadership and communication skills with a track record of building collaborative relationships with cross-functional teams, stakeholders, and vendors. Committed to staying abreast of emerging technologies and industry trends to drive continuous improvement in IT service delivery.ACCOMPLISHMENTS• Demonstrated exceptional leadership skills, effectively analyzing complex processes and issues to deliver efficiency and cost savings.• Implemented service level agreements (SLA), standard operating procedures (SOP), key performance targets (KPI), and ensured SOX compliance, enhancing business continuity and regulatory adherence.• Negotiated a superior deal with a mobile phone operator, reducing communication costs by 35% while maintaining high levels of service and support.• Steered IT operations, including systems, database, and networking administration, IT infrastructure maintenance, and desktop application support, ensuring smooth and reliable IT services.• Successfully upgraded the IT Helpdesk system, resulting in a 30% reduction in turnaround time and increased end-user satisfaction.• Led acquisitions and seamlessly integrated acquired businesses, setting up the required IT infrastructure for efficient operations.• Designed and implemented an Information Security Policy, effectively identifying and addressing security vulnerabilities, minimizing the company's exposure to external and internal security breaches.• Accountable for the design of a user onboarding system and subsequent training, leading to a significant 45% reduction in processing time.• Possess advanced communication, interpersonal, presentation, and relationship management skills, facilitating effective collaboration and stakeholder engagement.• Proven track record of analyzing complex processes and issues, delivering efficiency and cost savings, and driving continuous improvement in IT operations.