Service Delivery Manager

Position Purpose

The Group Service Delivery Manager is a critical role within the Systems department. Responsible for ensuring the seamless delivery of IT services globally. This role oversees service delivery, owns uptime, drives and supports organisational change, and builds strong relationships across the business. It is integral to the departments commitment to support digital transformation by providing exceptional service and operational excellence.

The Group Service Delivery Manager works closely with internal customers, vendors and business partners, building and nurturing relationships while delivering outstanding service performance. In addition, this position oversees a leadership team responsible for a 24/7 Service Desk, Onsite Technical Support specialists, and ITSM functions. This role also supports strategic business and departmental goals, ensuring alignment with the overall objectives of the organisation.

Role Accountabilities

• Service Delivery Management: Oversee the management and delivery of services across all regions, ensuring that service performance meets or exceeds agreed standards and expectations by driving continuous improvement.

• Relationship Building: Cultivate strong global relationships with stakeholders, align IT services to their goals, and ensure IT adds value by meeting their needs.

• Performance Monitoring: Monitor and report on service delivery performance, using key metrics and KPIs to identify trends and areas for improvement.

• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery efficiency and effectiveness.

• Leading Change: Oversee change initiatives within the service delivery framework, ensuring smooth transitions with minimal disruption. Manage organisational change to improve IT service delivery and facilitate change management processes.

• Major Incident Management: Lead the response to major IT incidents, ensuring timely resolution and minimal impact on business operations. Coordinate with cross-functional teams to manage crisis situations effectively.

• Implementing ITIL Processes: Develop, implement, and manage ITIL-based processes to standardise and optimise service delivery. Ensure that best practices are followed to enhance service management.

• Issue Resolution: Serve as the escalation point for all service delivery issues, ensuring prompt and effective resolution to sustain high levels of customer satisfaction. Additionally, proactively identify and mitigate potential risks to prevent future service disruptions.

• Leadership of ITSM and ITIL Functions: Provide leadership and direction for core ITSM and ITIL functions, including incident, problem, change, and service level management. Ensure adherence to ITIL best practices and continuous improvement of IT processes.

• Team Leadership: Lead, mentor and develop a leadership team covering a 24/7 Service Desk, Onsite Technical Support, and ITSM functional leads. Ensure the team operates effectively and delivers exceptional support and services to the organization.

• International Travel: This role involves frequent international travel to engage with regional teams, support them, and collaborate with stakeholders to understand challenges and strengthen relationships for successful service delivery.

Essential Qualities

• Customer-Centric: Dedicated to delivering outstanding service and ensuring customer satisfaction across global markets.

• Strategic Proactive Leadership: Anticipates potential challenges and implements pre-emptive strategies on an international scale.

• Global Collaboration: Fosters effective teamwork with colleagues and partners worldwide.

• Versatile Adaptability: Efficiently navigates change and balances multiple priorities in diverse environments.

• Empathetic Leadership: Recognizes and addresses the needs of stakeholders with sensitivity and understanding globally.

Qualification & Experience Requirements

What is the typical background required to competently perform the responsibilities of the job?

• A bachelor's degree in business administration, information technology, or a related field is desired.

• A minimum of 10 years of experience in service delivery management or a related role, with a proven track record of managing services on a global scale.

• Strong leadership and management skills, excellent communication and interpersonal skills, and the ability to build and maintain relationships with business partners.

• Relevant certifications in Leadership, ITIL, ITSM, and project management are highly desirable.

• A deep understanding of IT service management frameworks (e.g., ITIL) and experience with service delivery tools and systems.

• Strong analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.

• Ability to work in a global environment, understanding the nuances and challenges of delivering services across different regions and cultures.