Service Delivery Manager

• Growth,Transformation,Global.
• Service Delivery, Management, Optimization.

The company has tripled its revenues over the last 5 years due to mergers and acquisitions, as well as organic market expansion. Significant investments are being made in capabilities and technology to drive a growth agenda as part of its 2027 strategic plan.

The company is globalizing, professionalizing, and modernizing its Information Technology function. This includes building a global team to leverage economies of scale while staying agile and responsive to local market needs. The company relies on third-party service providers for staff augmentation, with strategy and delivery remaining in-house.

This is an exciting time for an IT professional to join a company that is placing digital and information technology at the heart of its transformation journey. The culture and work environment allow people to make a positive contribution and truly make a difference.

Service Orientation:

• Establishes and maintains strong relationships with stakeholders.


• Proactively anticipates customer needs/demand and challenges, offering solutions before the customer identifies them.


• Regularly gathers feedback from users on service quality and responsiveness.


• Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders.


• Ensure that SLAs are aligned with business objectives and monitor compliance against agreed targets.

Leadership and Team Management:

• Provides clear direction and supports team members in their roles.


• Conducts regular performance reviews and provides constructive feedback.


• Recognizes and rewards team contributions and successes.


• Supports the preparation and management of budgets, monitor expenses across our IT Partners/Services.


• Ensure cost-effective service delivery operations.

Stakeholder Engagement and Communication Skills:

• Act as the primary interface between business stakeholders and the IT service delivery team.


• Point of contact for escalations regarding Service Performance levels and Major Incidents.


• Build and maintain strong relationships with customers to ensure their needs and expectations are met.


• Regional point of contact to accept, assess and manage Demand from business stakeholders, on point to facilitate Service Transition of new IT services in region.


• Presents complex information in a straightforward manner to different audiences.


• Facilitates open dialogue and encourages feedback from team members and stakeholders.


• Prepares comprehensive reports and documentation for management review.

Analytical and Problem-Solving Skills:

• Utilizes metrics and KPIs to evaluate service performance and identify areas for improvement.


• Conducts root cause analysis on incidents and problems to prevent recurrence.


• Uses critical thinking to assess situations and propose feasible solutions effectively.

Knowledge of IT Service Management Frameworks:

• Demonstrates familiarity with ITIL processes and methodologies.


• Applies ITSM best practices to manage incidents, problems, changes, and service requests effectively.


• Participates in and contributes to process improvement initiatives.


• Act as the regional Service Management champion, provide education and training to service stakeholder as required to support and embed Service Management behaviors.


• Foster a culture of continuous learning and development.

Service Management:

• Ensure consistent delivery of high-quality IT services.


• Oversee the IT service delivery process to enhance client satisfaction.


• Participate in SIAM Governance representing regions in daily\weekly\monthly operational, service and practice performance reviews and reporting.


• Lead the response to major incidents and service disruptions, coordinating resolution efforts across teams and creating/driving RCA's post incident (this SDM role will perform the Major Incident Mgmt. role, with out of hours/follow the sun coverage required).

Risk Management:

• Conducts risk assessments for service impacts and takes proactive measures to address them.


• Monitors compliance with internal policies and external regulations to minimize risks.


• Develops contingency plans to address potential service disruptions.

Technology & Process Innovation:

• Help identify and implement tools and technologies that support SIAM processes and efficiencies.


• Stay current with industry trends and emerging technologies relevant to Service Management and SIAM.


• Support Caldic's ITSM Toolset, drive initiatives to improve process automation, service delivery efficiency, and end-user experience.

Service Operations (ITIL Framework):

• Escalation point for incidents in region (includes performing the role of Major Incident Manager.) and covering for other regions. Drive dispute resolution (managing conflicts between service providers/internal teams).

• Career Growth


• Cross-Functional Exposure


• Global Impact


• Skill Development


• High Responsibility


• Innovation and Change Management


• Salary package


• Benefits


• Remote work

Essential:

• Minimum of 5 years of experience in IT service delivery or management roles.


• Experience in managing cross-functional teams, working with multiple service providers (Service Integration and Management principles), and collaborating with business units.


• Demonstrated experience in defining, monitoring, and managing SLAs and OLAs and developing governance practices to measure the quality of services, maintaining service improvement plans.


• Experience in conducting service reviews and performance assessments with stakeholders.


• Experience in implementing continuous improvement initiatives within service delivery to enhance efficiency, quality, and customer satisfaction.


• Experience in leading and coordinating multiple Service Providers during Major Incident Management activities, completing Root Cause Analysis aimed at removal or mitigation of repeat occurrence.


• Hands-on experience in Change Management and Service Transition processes, including planning, conducting risk assessments, and ensuring successful change implementation without service disruption.


• Proven ability to lead cross-functional teams and manage stakeholder relationships.


• Excellent communication, negotiation, and interpersonal skills.


• Strong analytical and problem-solving capabilities with a focus on continuous improvement.

Desirable:

• Demonstrated experience of influencing key senior (C level) stakeholders across the organization and within complex arenas.


• Proven experience in leading IT transformational initiatives in complex, dynamic environments during a transition from waterfall to agile ways of working


• Functional and process knowledge of ServiceNow ITSM.


• Preferably proven experience in supporting cloud-based ERP & CRM systems using Microsoft or equivalent technology.


• Experience managing and integrating businesses through Mergers and Acquisitions whilst also dealing with consolidation and collaboration.


• Experience of relevant industry standards, best practices, and trends in IT service management and delivery.