Service Delivery Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Service Delivery Manager overseeing IT service delivery across regional sites. Ensuring high availability, performance, and reliability of IT services in a customer-centric environment.
Responsibilities:
- Own and oversee end-to-end IT service delivery across all regional sites.
- Ensure high availability, performance, and reliability of IT services.
- Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
- Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
- Act as the primary interface between global service owners, local IT teams, and regional business leadership.
- Build strong partnerships with business leaders, site managers, and country IT teams.
- Facilitate regular service reviews, performance reporting, and feedback sessions.
- Translate business feedback and operational pain points into actionable service improvement initiatives.
- Communicate risks, impacts, and service updates proactively across stakeholders.
- Ensure adherence to ITIL-aligned processes and global IT standards.
- Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
- Monitor service performance using dashboards and reporting frameworks.
- Lead monthly operational and service review meetings.
- Reduce major incidents and improve SLA Performance achievement.
- Drive proactive problem management to eliminate recurring issues.
- Ensure high change success rates and minimize emergency changes.
- Support smooth coordination of maintenance activities and releases.
- Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
- Partner with project teams to ensure operational readiness and service acceptance criteria are met.
- Manage regional vendor relationships and performance.
- Ensure vendors meet contractual SLA obligations.
- Lead structured vendor governance, performance reviews, and escalations.
- Support capacity and demand planning to meet regional business needs.
- Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.
- Ensure adherence to IT governance, compliance, and security policies.
- Manage service-related risks and escalate where appropriate.
- Drive initiatives to improve audit readiness and regulatory compliance.
Requirements:
- Proven experience (typically 5+ years) in IT Service Delivery roles
- Demonstrable experience managing regional or multi-site IT environments.
- Experience working within global / matrixed organisations.
- Strong background in ITIL-based service management frameworks.
- Experience in vendor and supplier management.
- Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
- Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Knowledge of core IT services (EUC, Networks, Cloud, Applications).
- Understanding of service metrics (SLA, XLA, KPIs) and reporting.
- Awareness of governance, risk, and compliance requirements.
- Awareness of AI and automation and their use in improving service delivery and user experience.
- Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills
- Ability to operate effectively in a regional and global environment.
- Willingness to participate in on-call escalation for major incidents.
- Ability to travel regionally as required.
- Strong customer focus with a commitment to continuous improvement.
- Experience driving service governance and performance frameworks.
Benefits:
- Job Benefits
Similar Jobs
Senior Manager, QC
Senior Scientist, QC providing quality oversight of laboratory activities at Immunovant, a clinical-stage immunology company. Leading compliance with global GxP regulations and managing vendor oversight.
Advertiser Manager
Senior Advertiser Manager driving advertiser growth and expanding partnerships for international Ad-Network. Collaborating with teams and attending industry events to strengthen market position.
Associate Contracts Manager
Associate Contracts Manager at Corner Alliance managing the lifecycle of federal contracts. Working in a collaborative environment to ensure compliance and support contract administration.
Credit Risk Manager II
Credit Risk Manager managing the Credit Risk Review program for Commercial or Consumer lines at Fifth Third Bank. Critical evaluation, risk assessment, and collaboration with senior business leaders for effective risk management.
Junior Project Manager Digitalization, IT
Junior Project Manager working in Digitalization and IT projects in Germany. Responsible for project planning, implementation, and collaboration with clients and teams.
Retail Area Manager
Area Manager overseeing sales performance and customer relationships within the West Coast region at Swarovski. Developing team relationships and ensuring sales targets are met for a luxury brand.
Change Manager, Enterprise Change Management
Change Manager leading enterprise change management initiatives at CSAA Insurance Group. Supporting adoption of change methodologies across various programs and ensuring effective change execution.
Accounts Manager
Accounts Manager developing customer relationships in the CPG industry for Flowers Foods. Managing strategic accounts and ensuring exceptional customer satisfaction in the bakery goods market.
Multi Asset Protection Manager
District Asset Protection Manager at Home Depot teaching and training associates to mitigate theft and fraud. Driving core programs and strategies for operational excellence, safety, and compliance.
Region Merchandising Manager
Regional Merchandising Manager responsible for executing corporate merchandising strategy locally at Home Depot. Managing localized assortments and providing competitive feedback to merchandising teams
Region Merchandising Manager
Regional Merchandising Manager executing corporate merchandising strategy in local markets. Responsible for communicating strategy to store operations and providing competitive feedback.
Manager, Pro Takeoffs
Manager of Pro Takeoffs leading a team and managing daily activities in a Pro market for Home Depot. Driving customer service, project management, and cross-functional collaboration.
Senior Commercial Channels Manager – EMEA
Drive revenue through partnerships in the educational sector at Cengage, collaborating with teams across EMEA. Proactively develop growth opportunities and enhance operational efficiencies.
Site Manager – Construction Manager, Substation Projects
Site Manager overseeing high voltage substation construction projects at GE Vernova. Ensuring safety, quality, and timely execution of all site activities with stakeholder collaboration.
Site Manager – Substation Projects
Site Manager overseeing 110/400 kV substation projects for GE Vernova. Ensuring safety, quality, and timely execution of construction and commissioning activities.
Credentialing Manager
Credentialing Manager at Sleep Doctor overseeing organizational provider credentialing processes and team management. Ensuring compliance with regulations while managing relationships with insurance plans and audits.
Strategic ERP Alliance Manager
Strategic ERP Alliance Manager at insightsoftware responsible for nurturing ERP partnerships and achieving business growth through strategic initiatives.
Regional Support Manager
Regional Support Manager overseeing aged care operations across Queensland with a focus on operational excellence. Leading teams to enhance resident experience within a growing community organization.
IS Division Manager
Lead the Information Systems function for Smart Buildings Division at ABB. Shape IS strategy and inspire a high-performing IS team with a focus on operational excellence.
Real Estate Manager
Real Estate Manager supporting new store growth strategy and portfolio management for Bridgestone retail locations across the US. Responsibilities include site selection, contract negotiations, and financial analysis.