Global Service Delivery Manager - ITIL & Growth

Sword Group; Aberdeen City; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Career development

Flexible work

Benefits package

Job summary

Sword Group is seeking a Service Delivery Manager to shape and lead service delivery, ensuring efficiency and KPI/ SLA alignment. You will support growth and strengthen customer relations across geographies, while maturing service management practices with an ITIL framework.

The role offers opportunity to influence processes, manage diverse teams, and drive continuous improvement in a dynamic technology services environment.

Qualifications

• ITIL qualification with practical live-service experience.
• Experience leading and coordinating teams across locations.
• Background in service delivery or service management across multi-contracts.
• Comfortable overseeing service budgets and forecasting.

Responsibilities

• Develop, implement and improve Service Management processes aligned to ITIL.
• Manage services to meet SLAs, KPIs and contracts.
• Oversee multi-contract service delivery across geographies.
• Lead, motivate and develop staff and contractors for effective delivery.
• Maintain customer relationships through proactive service engagement.
• Produce monthly service reports and performance insights.
• Chair service delivery and contract monitoring meetings.
• Support growth by embedding scalable delivery processes.

Skills

ITIL qualification

Team leadership

Service delivery

Budgeting

Stakeholder comms

Process improvement

People development

Job description

Sword Group is seeking a Service Delivery Manager to shape and lead service delivery, ensuring efficiency and KPI/ SLA alignment. You will support growth and strengthen customer relations across geographies, while maturing service management practices with an ITIL framework.

The role offers opportunity to influence processes, manage diverse teams, and drive continuous improvement in a dynamic technology services environment.