IT Service Delivery Manager (Global)

We are seeking an experienced IT Service Delivery Manager to oversee and optimize the delivery of IT services across our global operations. This strategic role ensures that IT services align with business objectives, meet agreed-upon service levels, and drive continuous improvement across multiple regions and time zones.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IT services to global business units, ensuring consistent service quality and performance
• Manage and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs)
• Oversee major incident management, problem management, and change management processes
• Develop and maintain service catalogs and service improvement plans

Vendor & Partner Management

• Manage relationships with global IT vendors, outsourcers, and service providers
• Negotiate contracts and manage service delivery from third-party providers
• Conduct regular service review meetings with internal stakeholders and external partners

Stakeholder Engagement

• Serve as primary point of contact for business stakeholders regarding IT service delivery
• Translate business requirements into service delivery specifications
• Provide regular service performance reports and dashboards to senior leadership
• Manage expectations and communications during service disruptions

Continuous Improvement

• Identify opportunities for service improvement, automation, and cost optimization
• Implement ITIL best practices and frameworks across global operations
• Drive standardization of processes and tools across regions
• Lead initiatives to enhance customer satisfaction and user experience

Team Leadership & Development

• Lead and mentor a geographically distributed service delivery team
• Foster a culture of accountability, collaboration, and excellence
• Develop team capabilities through training and professional development

Qualifications & Experience

Required

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 7+ years of experience in IT service delivery or service management roles
• 3+ years of experience managing global/regional IT services
• ITIL v3/v4 Foundation certification (Intermediate/Expert preferred)
• Proven experience with ITSM tools (ServiceNow, Jira Service Desk, etc.)
• Strong understanding of cloud services (AWS, Azure, GCP) and SaaS delivery models
• Experience managing multi-vendor environments and offshore teams
• Excellent communication skills with ability to engage stakeholders at all levels