Service Delivery Management Services Leader

Job Responsibilities:

Service Delivery Strategy & Leadership

• Define and execute the enterprise Service Delivery Management strategy aligned with business objectives operational priorities and technology transformation programs.
  

• Establish a customer-centric service management culture focused on business outcomes service quality and operational excellence.
  

• Lead the evolution of the IT service delivery model ensuring scalability consistency and alignment with organizational growth objectives.
  

• Develop multi-year operational roadmaps that support modernization automation and service transformation initiatives.
  

• Serve as the senior escalation point for service delivery issues impacting business operations.
  

Service Governance & Operational Management

• Establish and maintain governance frameworks across all infrastructure service towers.
  

• Lead service reviews operational governance boards and executive steering committees.
  

• Ensure adherence to SLAs OLAs KPIs and contractual obligations across all service domains.
  

• Drive service accountability through structured governance reporting and performance management processes.
  

• Implement standardised operational practices that support consistency compliance and service excellence.
  

Integrated Service Management

• Lead end-to-end service management processes including Incident Problem Change Request Major Incident Availability Capacity and Configuration Management.
  

• Ensure effective coordination across multiple service providers and technology towers.
  

• Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
  

• Oversee service lifecycle management from onboarding through continual improvement.
  

• Promote proactive service management through operational analytics trend analysis and predictive insights.
  

Customer Experience & Business Relationship Management

• Act as the primary advocate for customer satisfaction and business service outcomes.
  

• Develop strong relationships with business stakeholders and executive sponsors.
  

• Lead Voice of Customer initiatives and service satisfaction programs.
  

• Ensure services align with business priorities operational requirements and strategic goals.
  

• Drive service improvement initiatives that enhance customer experience and perceived value of IT services.
  

Continuous Improvement & Service Transformation

• Lead continual service improvement programs across all operational functions.
  

• Drive adoption of automation AI-enabled service management self-service and operational analytics.
  

• Identify opportunities to improve service quality efficiency cost performance and customer experience.
  

• Promote best practices aligned with service management frameworks and modern operating models.
  

• Partner with transformation teams to implement modernization and operational optimization initiatives.
  

Supplier & Vendor Management

• Govern relationships with managed service providers outsourced partners and strategic technology suppliers.
  

• Monitor supplier performance against contractual commitments and agreed service levels.
  

• Lead supplier performance reviews improvement programs and governance forums.
  

• Support vendor consolidation initiatives and service integration activities.
  

• Ensure vendors contribute effectively toward business objectives and operational outcomes.
  

Service Performance & Reporting

• Define operational KPIs service scorecards executive dashboards and performance reporting frameworks.
  

• Establish service measurement methodologies that provide actionable business insights.
  

• Monitor and report on service quality service level attainment operational risks customer satisfaction and financial performance.
  

• Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
  

• Drive performance improvement initiatives where operational objectives are not being achieved.
  

Financial & Commercial Management

• Manage service delivery budgets financial forecasts cost optimization initiatives and operational expenditure.
  

• Support contract management commercial governance and supplier negotiations.
  

• Identify opportunities for cost reduction through standardisation automation service optimization and vendor rationalisation.
  

• Ensure financial transparency and effective management of service delivery investments.
  

• Align service delivery strategies with business value realisation objectives.
  

Risk Compliance & Service Resilience

• Ensure service delivery adheres to organizational governance regulatory requirements and security policies.
  

• Lead operational risk identification mitigation and remediation activities.
  

• Oversee business continuity disaster recovery coordination and operational resilience planning.
  

• Ensure services are designed and operated to minimize business disruption.
  

• Maintain strong governance controls supporting audit readiness and compliance obligations.
  

People Leadership & Organizational Development

• Build and lead a high-performing Service Delivery Management organization.
  

• Develop talent strategies succession plans capability development programs and leadership pipelines.
  

• Foster collaboration across service towers business units and partner organizations.
  

• Promote a culture of accountability innovation customer focus and continuous learning.
  

• Coach and mentor service management professionals and operational leaders.
  

Education:

• Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
  

Professional Experience:

• 12 years of experience in IT Service Management Service Delivery Leadership Infrastructure Operations or Managed Services environments.
  

• 7 years of leadership experience managing large multi-functional IT service delivery organizations.
  

• Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers.
  

• Experience operating within global multi-vendor managed services and outsourced delivery environments.
  

• Demonstrated success leading large-scale service transformation operational excellence and governance initiatives.
  

Technical & Service Management Expertise:

• Deep understanding of IT Service Management (ITSM) principles and frameworks.
  

• Expertise in Incident Problem Change Release Service Level Availability Capacity and Continual Service Improvement practices.
  

• Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
  

• Strong knowledge of infrastructure services including cloud workplace network platform security and operations domains.
  

• Familiarity with automation AI-enabled service management analytics and performance reporting platforms.
  

• Understanding of operational governance service integration supplier management and commercial management processes.
  

• Knowledge of modern IT operating models and digital transformation methodologies.
  

Leadership & Business Skills:

• Executive-level stakeholder management and communication skills.
  

• Strong customer engagement and relationship management capabilities.
  

• Ability to balance operational priorities with strategic business objectives.
  

• Proven leadership in driving organizational change and service transformation.
  

• Strong analytical financial negotiation and problem-solving skills.
  

• Experience influencing senior executives business leaders suppliers and governance boards.
  

Preferred Qualifications:

• ITIL Managing Professional Strategic Leader Expert or Master Certification.
  

• Project Management Professional (PMP) or PRINCE2 Certification.
  

• Certified SIAM Professional (Service Integration and Management).
  

• Lean Six Sigma Green Belt or Black Belt.
  

• COBIT Foundation or Governance Certifications.
  

• Microsoft AWS or Google Cloud certifications.
  

• Relevant service delivery governance or operational excellence certifications.
  

Education:

• Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
  

Professional Experience:

• 12 years of experience in IT Service Management Service Delivery Leadership Infrastructure Operations or Managed Services environments.
  

• 7 years of leadership experience managing large multi-functional IT service delivery organizations.
  

• Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers.
  

• Experience operating within global multi-vendor managed services and outsourced delivery environments.
  

• Demonstrated success leading large-scale service transformation operational excellence and governance initiatives.
  

Technical & Service Management Expertise:

• Deep understanding of IT Service Management (ITSM) principles and frameworks.
  

• Expertise in Incident Problem Change Release Service Level Availability Capacity and Continual Service Improvement practices.
  

• Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
  

• Strong knowledge of infrastructure services including cloud workplace network platform security and operations domains.
  

• Familiarity with automation AI-enabled service management analytics and performance reporting platforms.
  

• Understanding of operational governance service integration supplier management and commercial management processes.
  

• Knowledge of modern IT operating models and digital transformation methodologies.
  

Leadership & Business Skills:

• Executive-level stakeholder management and communication skills.
  

• Strong customer engagement and relationship management capabilities.
  

• Ability to balance operational priorities with strategic business objectives.
  

• Proven leadership in driving organizational change and service transformation.
  

• Strong analytical financial negotiation and problem-solving skills.
  

• Experience influencing senior executives business leaders suppliers and governance boards.
  

Preferred Qualifications:

• ITIL Managing Professional Strategic Leader Expert or Master Certification.
  

• Project Management Professional (PMP) or PRINCE2 Certification.
  

• Certified SIAM Professional (Service Integration and Management).
  

• Lean Six Sigma Green Belt or Black Belt.
  

• COBIT Foundation or Governance Certifications.
  

• Microsoft AWS or Google Cloud certifications.
  

• Relevant service delivery governance or operational excellence certifications.