Director, Service Delivery - Application Support & Maintenance - Sustain Engineering

Company Description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Overview

Director, Service Delivery - Application Support & Maintenance - Sustain Engineering

 

Publicis Sapient, a global leader in Digital Business Transformation, is looking for a Director, Service Delivery to lead Application and Infrastructure Management Services across the Nordics and Central Europe. Based in Copenhagen, the Director, Service Delivery will oversee a cross-industry customer portfolio with responsibility for contractual performance, portfolio governance, continuous service improvement, delivery-led growth and practical support for new opportunities.

The Director, Service Delivery will lead within the production operations organisation across a distributed portfolio of hundreds of service professionals, through a mix of direct, indirect and functional reporting relationships. They will bring a strong customer perspective, shape effective ways of working and define a strategic vision for the region and portfolio.

The Director, Service Delivery is a seasoned, hands-on technology leader who is passionate about working directly with Operations Heads and CxO stakeholders on multi-year Application and IT Infrastructure Management engagements. Their remit includes IT Operations decisions, cost assessment, service innovation, macro and micro design, tying business logic to outcomes, finalising important technology and operational decisions, and identifying and mitigating risk. This is not a traditional governance-only or people-management role. The Director, Service Delivery combines practitioner credibility, commercial awareness, operational judgement and strong communication.

Your Impact

• Own customer satisfaction, SLA performance and contractual outcomes across the portfolio, ensuring performance is tracked, measured and improved
• Provide consistent governance across engagements and work with customers and distributed delivery teams to drive continuous service improvement and operational efficiency
• Create delivery-led growth by turning strong performance and customer goodwill into opportunities to expand work across accounts and the region
• Support Business Development and Client Partner teams with a practitioner-led delivery perspective, including how services will be transitioned, established and operated
• Partner with senior business and technology leaders to align IT strategy, technical initiatives and short- and long-term client goals
• Create, present and implement technology roadmaps, budgets, reports and improvement plans for clients
• Oversee internal support and engineering resources, providing technical guidance and leading simultaneous delivery priorities, major incidents and projects
• Use contemporary technologies, Publicis Sapient products, Agentic AI, AIOps and workflow automation to streamline processes, reduce manual effort and improve service outcomes
• Identify and manage operational, compliance, cyber security, network security and sensitive-data risks, driving appropriate mitigation and remediation
• Manage project plans, budgets, resource allocation, vendors and contract structuring
• Act as a customer advocate and build trusted relationships across client leadership and internal teams, including Legal, Operations, Risk and Internal Audit
• Define the vision and operating approach for the portfolio, with scope to grow it vertically or horizontally

Qualifications

What You'll Bring

• Deep and extensive relevant experience across enterprise Application, Infrastructure, Multi-cloud, Digital Workplace, End User Computing and AI solutions
• Experience in a Managed Service Provider, IT Consulting environment or relevant enterprise IT leadership role
• Proven success building and leading technology and delivery teams, including distributed teams with direct, indirect and functional reporting relationships
• A hands-on practitioner mindset, with the ability to understand customer operations, solve delivery challenges and turn ideas into practical improvements
• Experience leading large production support and managed-service engagements across application and infrastructure technology stacks, including large application estates
• Strong technical depth, commercial judgement and client-facing experience at Operations Head and CxO level
• A track record of continuous service improvement, customer satisfaction, portfolio governance and delivery-led growth
• Strong knowledge of ITIL, Agile, project management, automation and AIOps, together with understanding of contemporary AI and machine-learning delivery models
• Experience with major incidents, project planning, budgeting, resource allocation, RFP responses, large-deal solutioning and costing inputs
• A proactive, solution-focused and data-driven approach, with strong ownership, attention to detail and the ability to prioritise across multiple customers and tasks
• Flexibility to work across technologies, industries and functions rather than within one narrow specialism
• Excellent written, verbal and presentation skills, with the ability to build networks and influence technical and non-technical stakeholders
• The ability to create and maintain effective documentation, including policies, processes and procedures
• Willingness to work outside standard hours when required and flexibility to travel across the Nordics and Central Europe, particularly France and Germany, without business-travel sponsorship restrictions, as well as globally where delivery or governance requires it

Set Yourself Apart With

• Experience leading service delivery across multiple customers, industries and geographies rather than within a single account
• Financial Services or Retail Industry experience
• Experience leading, solutioning and delivering large, multi-year deals for Fortune-level companies
• Evidence of applying AI-enabled delivery, automation or contemporary technology to improve managed-service outcome

 

This role requires the unrestricted ability to travel for business across the European Union, particularly the Nordics, France and Germany, without visa or sponsorship constraints.

Additional Information

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]