Key Responsibilities

Lead and manage a large IT support organization operating in a 24x7 service delivery environment.
Oversee teams across Service Desk, Deskside Support, Network Support, Voice Support, and Asset Management functions.
Ensure consistent service performance and minimize operational disruptions through proactive incident and service management.
Drive operational excellence by implementing process improvements, service enhancements, and best practices.
Build strong relationships with business leaders and key stakeholders, acting as a trusted advisor for service delivery matters.
Monitor service levels, operational KPIs, customer satisfaction metrics, and governance requirements.
Lead and develop managers and team members, fostering a high-performance culture.
Manage escalations effectively and ensure timely resolution of critical incidents.
Collaborate with global teams to align delivery standards and support strategic initiatives.

Requirements

12 to 15 years of overall IT industry experience.
At least 5 years of leadership experience managing medium to large-scale IT operations teams.
Proven experience managing teams of 30+ employees across multiple support functions.
Strong background in Service Delivery Management, IT Service Management (ITSM), and Service Desk Operations.
Demonstrated experience in Incident Management and Major Incident Response.
ITIL certification is required.
Strong stakeholder management, governance, and customer engagement skills.
Experience leading teams within a global or multinational service environment.
Excellent communication, people leadership, and problem-solving capabilities.

Preferred Experience

Exposure to managing geographically distributed support teams.
Experience supporting North American or global business operations.
Track record of driving service improvement, operational efficiency, and customer satisfaction initiatives.

Key Competencies

Additional Information

Service Delivery Manager