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.
Requirements
Education:
Bachelor's 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.
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