Service Delivery Manager

About the Role

We’re looking for a dynamic Service Delivery Manager to lead and elevate our regional customer and workplace IT services. This role offers the opportunity to oversee multiple sites, shape service excellence, and directly impact user experience across the organization.

As a Regional Service Manager, you will drive the delivery of end-user computing services, lead a high-performing onsite team, and ensure seamless IT operations that support business goals. If you enjoy combining leadership, strategy, and hands-on problem solving in a fast-paced environment, this role offers both challenge and impact.

Key Responsibilities

• Oversee daily operations of customer and workplace IT services across multiple sites
• Ensure timely resolution of incidents and service requests
• Monitor performance metrics and implement continuous service improvements
• Maintain adherence to ITIL standards and service management best practices

• Lead, mentor, and develop onsite support teams
• Drive performance management and foster a collaborative team culture
• Partner with HR on hiring, onboarding, and ongoing development

• Act as the primary contact for regional stakeholders
• Gather and analyze end-user feedback to improve service delivery
• Implement strategies to enhance customer satisfaction (CSAT)

• Develop and execute business continuity and disaster recovery plans
• Manage incidents and escalations effectively
• Ensure compliance with security and operational policies

• Lead regional IT initiatives, including infrastructure and workplace technology upgrades
• Collaborate with global teams to align with corporate standards
• Manage project timelines, budgets, and resources

• Manage relationships with third-party vendors and service providers
• Negotiate contracts to ensure quality and cost-effectiveness

• Deliver regular reports on service performance and team productivity
• Maintain clear and accurate documentation of processes and SLAs

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Strong experience in IT service management, particularly in end-user computing
• Proven ability to manage teams across multiple locations
• Solid understanding of ITIL framework and service delivery principles
• Excellent leadership, communication, and stakeholder management skills
• Strong analytical and problem-solving capabilities
• Ability to manage competing priorities in a fast-paced environment

• ITIL certification
• Experience with project management tools and methodologies
• Familiarity with modern workplace technologies and trends