Global Service Delivery Manager

A-Gas; North Weston; On-site; GBP 60,000 - 80,000; Full time

Job summary

A technology service provider in the United Kingdom is seeking a lead to enhance global IT service delivery. The ideal candidate will have ITIL certification, experience in managing global service operations, and strong leadership skills under pressure. Responsibilities include overseeing MSP performance and ensuring compliance with ITIL processes, making this role critical to the organization’s service maturity and efficiency.

Qualifications

• Proven experience managing global or multi-region service-delivery operations.
• Success in managing MSPs and outsourced services.
• Solid understanding of ITSM governance and performance management.

Responsibilities

• Enhance global IT service delivery ensuring reliable and efficient technology services.
• Oversee MSP performance and ensure adherence to ITIL processes.
• Drive continual improvement in service maturity and compliance with CIS18 controls.

Skills

ITIL certification (Foundation Level)

Leadership under pressure

Stakeholder management

Communication skills

Cultural awareness

Education

Degree in ICT, Computer Science, or related discipline

Job description

Lead and continuously enhance global IT service delivery for A-Gas, ensuring reliable, efficient, and customer-focused technology services across all regions. The role is central to maintaining consistent, well-governed, and business-aligned IT services by overseeing MSP performance, ensuring adherence to ITIL processes, and driving continual improvement in service maturity, visibility, and compliance with CIS18 controls.

Essential

• ITIL certification (minimum Foundation Level) – mandatory.
• Degree in ICT, Computer Science, or a related discipline, or equivalent professional experience.
• Proven experience managing global or multi-region service‑delivery operations.
• Demonstrable success in managing MSPs and outsourced service functions.
• Strong leadership under pressure, particularly during major incidents and escalations.
• Solid understanding of ITSM governance, service metrics, and performance management.
• Excellent stakeholder‑management, communication, and influencing skills across diverse geographies.
• Willingness to travel internationally when required.

Desirable

• Project‑management certification (e.g. Prince2, PMP).
• Experience managing budgets and supplier contracts in a global environment.
• Strong cultural awareness and ability to work effectively across regions and time zones.