Service Delivery Manager

Job Purpose:

Play a key role in maintaining and evolving a modern, mature & robust IT Service management function by working closely with the ITSM team as well as other IT groups & value stream owners to enforce & evolve processes. Providing a high level of quality support to the end user community by helping resolve end user/service escalations as well as assisting the business in meeting its objectives.

An initial responsibility of this role will be the handling of Change, Major Incident and Problem tickets, the goal is to streamline these processes to become more automated, allowing the SDM to then focus on continuous service improvement and contribute towards business/trend/department analysis and innovation.

Key Accountabilities/Abilities:

Strategic Agility

Ability to develop & communicate strategic vision; can anticipate future trends accurately; has broad knowledge and perspective; can create & lead competitive and breakthrough strategies and plans.

Judgment / Continuous Improvement

Ability to demonstrate sound business judgment with a keen eye for continuous innovation and improvement.

Leadership and Team Building

Able to motivate and inspire a diverse group of employees and stakeholders by translating technical objectives into business benefits. Ability to attract superior talent and develop that talent for future growth.

Driving Results

Ability to thrive in a very high-growth, entrepreneurial atmosphere and achieve results by understanding and managing the key levers of the business.

Communication and Influence

Must communicate confidently with people at all levels of the organization. Excellent verbal and written communication skills, capturing and expressing reasoning behind recommendations and assumptions.

Operational Excellence

Ensure that the functions within IT Service Management are operating at the highest level and assist in resolving matters quickly, effectively and professionally with the ability to identify gaps in support/process and own the solution.

Knowledge and Skills:

• Comfortable working closely with technical resources & Team leaders to ensure / maintain globalisation strategies.

• Identify opportunities for improving business operations through more effective use of IT resources.

• Contribute to the definition and development of worldwide operating procedures and standards.

• Prepare process proposals or recommendations especially related to improve efficiency and performance of the IT environment.

• The ability to deliver an initiative through to its launch/implementation.

• A high level of quality and attention to detail.

• Experience in service management, process development, IT operations, compliance, and resource planning.

• Excellent interpersonal and customer service skills.

• In-depth knowledge of industry best practices and service delivery standards.

• Strong leadership ability and team spirit.

• Excellent written and verbal communication skills.

• Excellent organizational skills.

• Problem-solving skills.

• Superior analytical, evaluative, and problem-solving abilities.

• Ability to communicate complex business challenges in a non-technical and simplified manner to senior management and business stakeholders.

• Creation and management of various monitoring dashboards/presentations.

• Evaluated service performance and modified SLA patterns to resolve operational issues.

• Able to work under pressure and meet deadlines.

• Self-motivation and able to take responsibility.

Experience and Education:

• ITIL V4 Certified.

• Experience leading a multicultural, worldwide team.

• Experience successfully evolving IT processes.

• BS/BA or relevant work experience.

• Strong English written and verbal skills required.