Global Service Delivery Manager

Your opportunity

We are seeking a passionate and experienced Service Delivery Manager to join our dynamic team! In this pivotal role, you will have the opportunity to shape and enhance our existing Service Delivery team to align with the evolving needs of the organization. Your primary focus will be to ensure that both our internal resources and external vendors work seamlessly together to deliver an outstanding customer experience. By fostering strong relationships and driving excellence in service delivery, you will play a key role in boosting business engagement and elevating customer satisfaction.

Your Mission

• Collaborate with and lead the Service Delivery team in defining, deploying and managing the DT&T end-to-end Service
• Delivery process, ensuring that all client services are executed effectively and efficiently
• Nurture internal stakeholders on culture of Service Governance and Service Delivery Management 
• Develop and maintain strong relationships with clients to understand their needs and expectations
• Collaborate with internal teams and external partners to ensure resources are allocated effectively for service delivery
• Monitor performance against SLAs and implement corrective actions as necessary to ensure compliance
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery by analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Prepare and present regular performance reports to stakeholders, highlighting achievements and areas for improvement
• Lead service delivery meetings with Vendors and internal teams to address issues and identify opportunities for enhancement

Your Profile

• Bachelor’s degree in Business Administration, Information Technology, or a related field
• Proven experience in service delivery management
• Strong understanding of service level agreements (SLAs), key performance indicators (KPIs) and Experience Level Agreements (XLAs)
• Strong understanding of Service Desk, Infrastructure Operations and AMS processes and services
• Effective communication and interpersonal skills, capable of engaging with stakeholders at all levels
• Relevant certifications, such as ITIL,  would be advantageous

If you are ready to make a meaningful impact and lead a team towards success, we would love to hear from you!