Global Service Delivery Manager

Team and Job Purpose

• The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.
• The purpose of this role is to ensure efficient and high-quality technology service delivery that aligns with organisational goals, by developing strategic plans, monitoring performance, managing risks, maintaining service documentation, supporting stakeholder communication, and handling escalated incidents.

Principle Accountabilities

• Develop and execute strategic plans for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.
• Monitor and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to address and eliminate repeat issues.
• Support effective communication and engagement between IT and business stakeholders, ensuring that service reporting reflects business needs and supports organisational objectives.
• Identify and mitigate risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.
• Develop and maintain service documentation, including service definitions, service catalogues, and work orders, ensuring continuous alignment with organisational and stakeholder needs.
• Act as the intervention manager for escalated incidents, driving timely resolution and minimising service disruptions to ensure operational continuity.

Experience and Skills

• Strategic Planning and Execution with ability to develop, implement, and align technology service strategies with organisational goals, formulating both tactical plans and long-term technology roadmaps to acheive them.
• Service Delivery Management; Proficient experience in monitoring service performance metrics, such as SLAs and KPIs with capability to employ ITIL-based problem management and quality assurance processes to elevate service standards.
• Holds self and team accountable for delivering high-quality services and achieving set targets.
• Risk Management and Compliance; Extensive knowledge of risk identification, mitigation strategies, and compliance with relevant policies, regulations, and industry standards.
• Strong skills in fostering effective communication between IT and business stakeholders, ensuring service reporting is aligned with business needs, being approachable, valueing diverse inputs, and listening actively to build and maintain effective relationships.
• Substantial experience in creating and maintaining comprehensive service documentation, including service definitions, catalogues, and work orders whilst developing and encourageing new and innovative solutions to improve processes and service quality continuously.
• Proficient in acting as intervention manager for escalated incidents, ensuring timely resolution and minimal service disruption whilst demonstrating strong problem-solving abilities and a sense of accountability.
• Significant experience empowering and leading a diverse team to achieve performance goals, providing the necessary development and mentoring to improve team performance and uphold SCI values.

Education and Qualifications

Essential

• A degree in Computer Science, Information Technology, or a related field is preferable. Equivalent work experience in a relevant field is also recognised.

Desirable

• All or another SCI core languages (French, Spanish Arabic)