Global Service Delivery Manager (IT, Remote)

Job summary

The role of Service Delivery Manager focuses on overseeing the daily operations of a Global Service Desk, ensuring an exceptional end-user IT support experience while collaborating with service vendors.

Qualifications

• Relevant education or equivalent experience in service delivery management.
• Strong understanding of IT processes, including ITIL and knowledge-centered services.
• Basic knowledge of Agile principles and methodologies.
• Excellent communication skills for effective collaboration.

Responsibilities

• Supervise the daily operations of the Global Service Desk.
• Maintain a strong relationship with the service vendor to ensure high-quality support.
• Drive continuous improvement initiatives in line with established Standard Operating Procedures.
• Collaborate with regional IT support and business productivity managers across different time zones.
• Analyze data to enhance service delivery and add value to end-users globally.
• Act as a subject matter expert for Global Service Desk services, including ticket handling.

Skills

• High level of self-motivation and personal drive.
• Ability to manage multiple tasks independently.
• Strong facilitation skills for effective teamwork in a global context.

Education

• Preferably a degree in a relevant field or equivalent professional experience.

Tools

• Familiarity with IT service management tools and frameworks.