Service Delivery Manager - IT Service Management

Service Delivery Manager

We are recruiting on behalf of a consultancy who are looking for an experienced IT Service Delivery Manager to establish and define their IT service management framework. This role involves creating and implementing IT processes, procedures, and SLAs, and managing outsourced Helpdesk services to ensure consistent service delivery across global offices.

Key Responsibilities:

Service Management Framework:

• Establish and implement global IT service management processes and procedures.
• Define, negotiate, and implement SLAs with stakeholders and service providers.
• Continuously refine the framework to support business requirements and scalability.

Service Delivery Management:

• Oversee global IT service delivery and ensure compliance with standards.
• Monitor and report on service performance against SLAs.
• Drive continuous improvement initiatives.

Incident and Problem Management:

• Manage the outsourced helpdesk relationship and performance.
• Oversee escalated incidents and service requests.
• Conduct root-cause analyses and implement preventive solutions.

Change Management:

• Create and manage processes for evaluating and executing IT changes globally.
• Ensure transparent communication regarding IT changes.

Stakeholder Collaboration:

• Liaise with global stakeholders to understand service requirements.
• Build consensus on SLAs and service expectations.

Compliance and Security:

• Ensure adherence to compliance standards and regulatory requirements.
• Implement robust security practices.

Team Development:

• Develop and mentor the IT service management team.
• Identify skills gaps and create training opportunities.

Key Skills and Experience:

Experience, Skills & Knowledge:

• Deep knowledge of IT service management frameworks (eg, ITIL).
• Proven experience in SLA negotiation and global coordination.
• Relevant certifications (ITIL, PMP) preferred.
• 5+ years of experience in IT service management, including establishing processes and managing outsourced services.