IT Service Delivery Manager

Summary of Role

The IT Service Delivery Manager is responsible for leading the direction and performance of the IT Service Desk and broader IT Service Management (ITSM) functions. This role ensures the delivery of high-quality, consistent, and efficient IT support services aligned with business goals and ITIL best practices.

Role / Primary Responsibilities

Strategic Leadership

• Define and execute the vision for IT Service Desk & Service Management functions, including a multi-year roadmap for service desk maturity, automation, and tooling.
• Champion a culture of service excellence, continuous improvement, and innovation across all IT support functions.
• Stay informed on emerging trends to drive innovation and maintain a competitive edge.

Service Desk

• Act as the global service owner for the Service Desk, ensuring it evolves to meet business needs and digital transformation goals.
• Define and evolve the global support model, including SLAs/OLAs, hours of coverage, and escalation protocols.
• Partner with the Service Desk Manager(s) to ensure scalability, resilience, and user-centric design.
• Advocate for end-users globally, ensuring their needs are reflected in the service desk strategy.
• Promote a high-performance culture across the global service desk.
• Evaluate and implement tools and technologies to support a follow-the-sun model, including automation, AI, and ITSM platforms.
• Ensure the effective use of technology to facilitate cross-regional collaboration and seamless handovers.

Service Management

• Provide strategic oversight of ITSM practices including incident, problem, change, and request management.
• Ensure alignment of ITSM processes with ITIL best practices and enterprise risk, compliance, and continuity frameworks.
• Collaborate with the Service Management Manager to drive service maturity, performance measurement, and continual improvement.
• Promote standardisation of tools, processes, and KPIs across regions to ensure consistent service delivery.

Performance & Governance

• Oversee service reviews, risk assessments, and compliance with DR/BCM and audit requirements.
• Ensure vendor performance and service levels are governed in line with contractual and operational expectations.
• Ensure adherence to regulatory, security, and governance standards in all aspects of service desk operations.
• Balance global standardisation with regional flexibility to address cultural and operational differences.

People & Financial Management

• Provide leadership and guidance to the Service Desk & Service Management Team Managers, fostering a culture of collaboration and accountability.
• Mentor and develop reporting managers to drive alignment with the global strategy and OKRs.
• Develop and oversee the global service desk budget, ensuring efficient use of resources across regions.

Qualifications / Skills / Experience

• Proven experience in a Service Delivery role with strategic oversight responsibilities.
• Strong background in ITIL frameworks and service management best practices.
• Demonstrated success in developing and implementing strategies for 24/7 service delivery.
• Expertise in setting, monitoring, and reporting on KPIs.
• Experience in vendor management, including contract negotiation and SLA oversight.
• Strong financial acumen with a proven track record in global budget control and optimisation.
• Exceptional communication, stakeholder management, and influencing skills across all organisational levels and regions.
• Deep understanding of ITSM tools and technologies, with experience in automation and AI-driven solutions.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and drive informed decisions.

Competencies

Personal Leadership

• The ability to lead and manage a global team, providing direction, support, and professional development.
• Drives a culture of consistent operational excellence and continual improvement
• Adapts their interpersonal style to suit different audiences in a genuine way
• Demonstrate sound knowledge in their field, anticipate potential problems, and identify a range of possible solutions

Builds Authentic Relationships

• Takes time to get to know people beyond their role
• Treats people with respect and in a fair and consistent way
• Recognises when colleagues are under pressure and actively supports them

Collaborates with others

• Work within teams and across services to share knowledge and achieve results
• Identifies and builds relationships required to achieve the best outcomes for the firm
• Engages people with the right skills, knowledge, and expertise to provide advice and assist with tasks
• Connects other people in the firm who have mutual interests or work objectives
• Generously shares their time, knowledge, expertise and talent to support others' success

Enhances the Client Experience

• Creates opportunities to enhance the experience of the firm's clients through their daily tasks
• Behaves consistently with the firm's values in their interactions with others
• Conducts themselves in a way that reflects positively on the firm's brand, both inside and outside the firm

Achieves Results

• Maintains focus and drive to achieve quality outcomes
• Focuses their time and efforts on issues that will have the greatest impact on agreed objectives
• Anticipates responses and plans their approach accordingly
• Looks for the most effective way to achieve outcomes
• Maintains perspective and optimism when faced with setbacks