IT Service Delivery Manager

Aristocrat; London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A multinational entertainment company in London is seeking a Service Delivery Manager responsible for managing IT services across the EMEA West region. The role involves people management, customer satisfaction, and development of service delivery strategies. Candidates should have significant experience in ITSM and hold an ITIL V4 certification. This role requires on-site presence in London 4 to 5 times a week, supporting a global team with high service standards.

Qualifications

• Experience in ITSM Platforms (preferably ServiceNow).
• 5+ years in a similar role within a large multi-national or global organizations.
• ITIL V4 certification (Foundations or greater).

Responsibilities

• Manage and set key performance objectives for the Service Delivery team.
• Achieve required levels of customer satisfaction and service improvements.
• Oversee IT Service Management and operations platforms.

Skills

People management

Customer satisfaction management

Service Management

Asset Management

ITSM Platforms

Service Delivery strategy development

Education

ITIL V4 certification

5+ years in similar role

Tools

ServiceNow

Job description

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This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region of the world. It includes people management responsibilities for the Service Delivery staff in EMEA West, who form part of the Global Service Desk and regional on-site teams, via direct management of the Service Desk Team Leaders in this region. The Service Delivery Manager provides a key operational link between EMEA West and the Aristocrat Global IT teams across the world.

The Aristocrat Global IT team is responsible for the design and development of the architectures to support and enable the global business. It is a global function with various functional centers of excellence across the world. This role will engage and collaborate with key IT teams between Sydney, Las Vegas, UK and India with an increasingly growing footprint globally.

This role will champion effective use of IT services and facilities in EMEA West by liaising with key executives, management and staff. This position will be responsible for consolidating the EMEA West On Site IT support team into one Global IT Operational Support organization providing a single point of contact for all service requests and incidents. This team will support the business by delivering the services defined in our Service Catalogue to the business and deliver them within he agreed Service Levels. The person in this role will perform commercial transactions in line with the approved Delegated Level of Authority and is responsible for the IT Service Delivery EMEA financial plan.

Please note this role is to be based onsite 4 to 5 times a week at our central London office (Near Covent Garden)

What We're Looking For

Key functions of this role include:

• People management of a teams based in the EMEA West region
• Manage and set key performance objectives and target for the EMEA West Service Delivery team.
• Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region
• Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms
• Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint
• Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s
• Responsible for the development of Service Delivery strategies designed to achieve high quality, low-cost and low-touch delivery across all Service Delivery capabilities

About You

• Experience in ITSM Platforms (preferably ServiceNow)
• ITIL V4 certification (Foundations or greater)
• 5+ years in a similar role within a large multi-national or global organizations
• Experience in large complex Service Delivery organizations spanning various countries and time zones