Global Service Delivery Manager

VC Talent; United Kingdom; On-site; GBP 60,000; Full time

Job summary

A leading global humanitarian charity is seeking a Global Service Delivery Manager to lead technology service delivery for their operations. The role involves developing service plans, monitoring performance metrics, and ensuring efficient incident management. The ideal candidate will have extensive experience in SaaS/Cloud delivery, strong ITIL knowledge, and proven leadership skills. This position offers a competitive salary of £60k with 100% remote flexibility and excellent benefits, including 32 days' holiday and gym membership.

Benefits

32 days' holiday

Gym membership

Generous pension

Qualifications

• Experience as a Service Delivery Manager in SaaS/Cloud business applications.
• Strong knowledge of ITIL framework and incident management.
• Proactive assessment of service delivery data to identify risks.

Responsibilities

• Develop strategic service plans and monitor SLAs/KPIs.
• Act as the escalation point for service incidents.
• Drive IT service delivery towards innovation and automation.

Skills

Service Delivery Management

SaaS/Cloud applications

ITIL framework

Risk management

Root cause analysis

Leadership in matrix environments

Communication skills

Jira

Power BI

Service documentation

Job description

Overview

Global Service Delivery Manager | Fully Remote | Global Humanitarian Charity

An exciting opportunity for a leading, global humanitarian charity that makes a huge impact for the most vulnerable worldwide. As a Global Service Delivery Manager, you will lead high-quality, efficient technology service delivery for their worldwide operations.

Responsibilities

• Develop strategic service plans, monitor SLAs/KPIs, manage risks, and maintain service documentation.
• Act as the escalation point for incidents to ensure critical services support the charity's mission.
• Proactively assess service delivery data and trends to identify inefficiencies, risks, and opportunities for improvement.
• Identify root causes of recurring service issues and own the implementation of long-term resolutions.
• Drive IT service delivery forward and support the organisation's move towards innovation and automation.

Qualifications / Must have

• Experience as a Service Delivery Manager and service delivery of SaaS/Cloud business applications.
• ITIL framework knowledge, risk management, root cause analysis, incident resolution and problem management.
• Ability to proactively assess service delivery data and trends to uncover inefficiencies, risks and improvement opportunities.
• Proven leadership skills in a matrix environment.
• Strong communication skills with the ability to engage diverse stakeholders.
• Experience with Jira and Power BI to analyse operational data and generate insights.
• Experience creating and maintaining service documentation, including service definitions, catalogues and work orders.

Desirable

• Experience in multinational organisations with geographically dispersed teams (highly desirable).

On offer

£60k, 100% remote with great benefits, including 32 days' holiday, gym membership, a generous pension, and more.

How to apply

If you fit the profile and would like to learn more, apply ASAP.