Regional Service Delivery Manager - IT

- The IT function is globalizing and modernizing, leveraging a blend of in-house strategy and third-party service providers.

- The Service Delivery Manager (SDM) plays a key role in ensuring high-quality IT services and support, managing SLAs, leading a service team, and driving continuous improvements.

- Reporting to the global IT organization with regional responsibilities, the SDM builds strong relationships with business service owners and IT providers, aligning service management with organizational goals.

- This role requires expertise in IT operations, security, infrastructure, collaboration tools, and end-user systems.

- The SDM oversees technical and non-technical staff, external partners, and service integrators to deliver seamless global IT services.

- The ideal candidate thrives on accountability, mentors teams, and fosters innovation to enhance service delivery and operational efficiency.

Key Responsibilities:

Service Orientation:

- Establish and maintain strong relationships with stakeholders.

- Proactively anticipate customer needs/demand and challenges, offering solutions before the customer identifies them.

- Regularly gather feedback from users on service quality and responsiveness.

- Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders.

- Ensure SLAs are aligned with business objectives and monitor compliance against agreed targets.

Leadership and Team Management:

- Provide clear direction and support team members in their roles.

- Conduct regular performance reviews and provide constructive feedback.

- Recognize and reward team contributions and successes.

- Prepare and manage budgets, monitor expenses across IT partners/services.

- Ensure cost-effective service delivery operations.

- Stakeholder Engagement and Communication Skills:.

- Act as the primary interface between business stakeholders and the IT service delivery team.

- Serve as the point of contact for escalations regarding service performance levels and major incidents.

- Build and maintain strong relationships with customers to meet their needs and expectations.

- Accept, assess, and manage regional demand from business stakeholders; facilitate service transition for new IT services in the region.

- Present complex information in a straightforward manner to different audiences.

- Facilitate open dialogue and encourage feedback from team members and stakeholders.

- Prepare comprehensive reports and documentation for management review.

Analytical and Problem-Solving Skills:

- Utilize metrics and KPIs to evaluate service performance and identify areas for improvement.

- Conduct root cause analysis on incidents and problems to prevent recurrence.

- Apply critical thinking to assess situations and propose effective solutions.

Knowledge of IT Service Management Frameworks:

- Demonstrate familiarity with ITIL processes and methodologies.

- Apply ITSM best practices to manage incidents, problems, changes, and service requests effectively.

- Participate in and contribute to process improvement initiatives.

- Act as the regional Service Management champion, providing education and training to stakeholders to embed Service Management behaviors.

- Foster a culture of continuous learning and development.

Service Management:

- Ensure consistent delivery of high-quality IT services.

- Oversee the IT service delivery process to enhance client satisfaction.

- Participate in SIAM Governance, representing regions in operational, service, and practice performance reviews.

- Lead responses to major incidents and service disruptions, coordinating resolution efforts and driving root cause analyses post-incident (including out-of-hours and follow-the-sun coverage).

Risk Management:

- Conduct risk assessments for service impacts and take proactive measures to address them.

- Monitor compliance with internal policies and external regulations to minimize risks.

- Develop contingency plans to address potential service disruptions.

Technology & Process Innovation:

- Identify and implement tools and technologies that support SIAM processes and efficiencies.

- Stay current with industry trends and emerging technologies relevant to Service Management and SIAM.

- Support the ITSM toolset, driving initiatives to improve process automation, service delivery efficiency, and end-user experience.

Service Operations (ITIL Framework):

- Serve as the escalation point for incidents in the region, including acting as Major Incident Manager and covering for other regions.

- Drive dispute resolution, managing conflicts between service providers and internal teams.

Key Relationships:

Internal:

- Peers and relevant IT Leadership (TLT).

- IT Regional Heads.

- Global Workgroups and Project Steering Committees (includes PMO).

- Senior Management across the Regions.

- Finance Resources.

- Human Resources.

- Internal Audit, Risk, and Compliance Departments.

External:

- External IT Partners (e.g., Service Desk, Modern Workplace Support, Infrastructure Support).

- 3rd Party Suppliers.

- External Audit and Compliance.

- Position Requirements & Key Abilities.

Essential:

- Degree in IT and ITIL/ Practice Manager/ Prince 2.

- 5+ years in IT service delivery/management.

- Proven experience managing cross-functional teams and working with multiple service providers (SIAM principles).

- Strong track record in defining and monitoring SLAs/OLAs, conducting service reviews, and implementing continuous improvement initiatives.

- Hands-on expertise in Change Management and Service Transition, including risk assessments and minimizing disruptions.

- Effective leadership in Major Incident Management, coordinating providers, and conducting Root Cause Analyses.

- Excellent communication, stakeholder management, analytical, and problem-solving skills.

Desirable:

- Experience influencing senior (C-level) stakeholders and driving IT transformation.

- Familiarity with ServiceNow ITSM and cloud-based ERP/CRM systems (Microsoft or equivalent).

- Experience in M&A integration, consolidation, and collaboration.

- Background in IT industry standards, best practices, and trends.