Global Service Delivery Manager (IT, Remote)

Job summary

The Service Delivery Manager is tasked with overseeing the daily operations and maintenance of a Global Service Desk, ensuring an exceptional end-user IT support experience. This role involves collaboration with a service vendor to drive continuous improvements and enhance user satisfaction globally.

Qualifications

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

Responsibilities

• Supervise the daily operations of the Global Service Desk to ensure high-quality IT support.
• Maintain a productive relationship with the Global Service Desk vendor to enhance service delivery.
• Collaborate with regional IT support and business productivity managers across various time zones.
• Drive the global strategy and direction for the Global Service Desk.
• Utilize data analysis and benchmarking to identify and implement continuous improvements.
• Act as a subject matter expert in ticket handling and service desk operations.

Skills

• Strong self-motivation and personal drive.
• Ability to manage multiple tasks independently and effectively.
• Proven experience in fostering cooperation within global organizations.

Education

• Preferably a relevant degree or equivalent professional experience.

Tools

• Familiarity with IT service management tools and frameworks, particularly ITIL.