Director Service Delivery - Application Support & Maintenance, Sustain Engineering

Company description

About Us 

About Publicis Sapient

Most companies in the AI era do one of two things: they advise, or they sell you a tool. We do both. Publicis Sapient is a technology company that provides enterprise AI platforms and services, which means we build our own AI platforms and bring the strategists, product thinkers, designers and engineers who make them work inside the world's most complex businesses. It's where people and products shape the future of enterprise, and where your ideas actually reach the organizations that run the world. If you want to question how things are done, learn continuously and do the best work of your career alongside 20,000 people across 28 countries, you're in the right place. Come build with us.

Our Commitment to Inclusive Hiring

We are committed to fostering and encouraging an inclusive and welcoming environment for everyone and we believe great talent comes from many different backgrounds, experiences, and perspectives. That's why we're committed to creating a hiring process where everyone has an equal opportunity to succeed and feel safe. We welcome applications from all backgrounds and identities including: race, ethnicity, nationality, gender, disability, sexual orientation, gender identity, or religion and value the diverse experiences, perspectives, and strengths they bring to our teams.

If there's anything we can do to make our recruitment process more accessible or comfortable for you, please let us know. We're happy to provide reasonable adjustments throughout the application and interview process. You can contact us anytime at [email protected].

Your Safety Matters To Us

At Publicis Sapient, we're committed to protecting candidates throughout every step of their journey with us. To help you stay safe from recruitment scams, please remember that our recruiters will only ever contact you from a Publicis Sapient email address. In some cases, we may partner with trusted, vetted recruitment agencies who will clearly identify themselves as working on behalf of Publicis Sapient. If you receive communication from any other domain claiming to represent us, please treat it with caution and contact us at [email protected]

Overview

Why This Role Matters

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.

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.

Where You’ll Make an 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

What You’ll Bring to the Team

• 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

Additional Experience We Value

• Experience leading service delivery across multiple customers, industries and geographies rather than within a single account
• Financial Services, Retail Industry, Consumer Goods Industry and/or Digital Operations 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

Additional information

What You’ll Get in Return

• Be at the forefront of digital transformation
• "Plugged" into a truly global organization with a start-up mindset
• Career growth and training opportunities
• A collaborative, agile and diverse regional team
• Comprehensive insurance and medical benefits