As a Service Delivery Manager, you will be responsible for overseeing the delivery of IT services supporting omnichannel ecosystems. You will ensure efficient and reliable service delivery by leveraging ITIL best practices, with a strong focus on RUN performance, service quality, and continuous improvement.
You will act as the primary operational point of contact for clients, working closely with the Engagement Manager for contractual governance and with Local Service Leads to ensure effective day-to-day delivery and team coordination.
Responsibilities
- Service Delivery Management: Oversee end-to-end RUN activities across omnichannel platforms, ensuring alignment with SLAs, KPIs, and business expectations.
- ITIL Processes: Implement and manage incident, problem, and change management processes to ensure service reliability.
- Service Performance: Monitor and report on SLAs and KPIs, ensuring high service quality and consistency across channels.
- Incident & Escalation Management: Lead incident resolution, including major incidents impacting business operations.
- Operational Governance: Lead service reviews and operational committees, providing visibility on performance and driving improvement initiatives.
- Stakeholder Communication: Collaborate with business and IT stakeholders, ensuring alignment on priorities and service expectations.
- Local Team Coordination (Local Lead dimension): Coordinate local and distributed teams, ensuring proper staffing, workload balance, and skills coverage.
- Risk & Capacity Management: Anticipate delivery risks and capacity constraints, ensuring service continuity.
- Continuous Improvement: Identify opportunities to enhance service performance and operational efficiency.
Profile
- Education: Bachelor's degree in IT, Business, or related field.
- Experience: Minimum of 5 years in Service Delivery / AMS environments, ideally within omnichannel contexts.
- Certifications: ITIL Foundation required.
- Skills: Strong service delivery mindset, stakeholder management, and ability to operate in a matrix model (Engagement Manager / SDM / Local Leads).
