Service Delivery Manager

Yolk Recruitment Ltd; Parma; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading recruitment agency seeks an experienced Freelance Global Service Delivery Manager for a 6-12 month contract in Parma, Italy. This role involves leading IT service delivery and collaboration across teams, requiring strong SLAs and KPIs knowledge. Candidates with an ITIL certification and global experience are preferred.

Competenze

• Proven experience in Service Delivery Management within a global organisation.
• Understanding of SLAs, KPIs, and ITIL processes.
• Ability to operate in international, multicultural environments.

Mansioni

• Lead and develop the service delivery function aligning with business needs.
• Oversee the delivery of IT and digital services ensuring high customer satisfaction.
• Monitor performance against SLAs and KPIs, driving improvements.

Conoscenze

Service Delivery Management

Stakeholder management

Process optimisation

Communication skills

Formazione

ITIL certification

Descrizione del lavoro

Freelance Global Service Delivery Manager - 6-12 Month Contract

We are looking for an experienced Service Delivery Manager to join our client on a 6-12 month freelance contract. This is a fantastic opportunity to play a key role in shaping and strengthening their global service delivery function, ensuring smooth collaboration between internal teams and external vendors while driving service excellence across the business.

Contract Details

• Duration: 6-12 months (freelance contract)
• Location: Travel required to Parma, Italy (on-site presence during key phases)
• Start Date: ASAP

This role will require regular travel to Parma, Italy, with flexibility on-site as needed.

Key Responsibilities

• Lead and develop the service delivery function to align with evolving business needs.
• Oversee the end-to-end delivery of IT and digital services, ensuring efficiency, compliance, and high customer satisfaction.
• Foster a culture of service governance and continuous improvement.
• Collaborate with internal stakeholders and external partners to ensure resources are allocated effectively.
• Monitor performance against SLAs and KPIs, driving corrective actions where necessary.
• Analyse third-party and internal processes, creating strategies for optimisation.
• Prepare and present performance reports to leadership, highlighting achievements and areas for improvement.
• Lead service delivery meetings with vendors and internal teams.

Ideal Profile

• Proven experience in Service Delivery Management within a global organisation.
• Strong knowledge of SLAs, KPIs, XLAs, and ITIL-based processes.
• Understanding of Service Desk, Infrastructure Operations, and AMS services.
• Excellent communication and stakeholder management skills.
• Relevant certifications (e.g., ITIL) would be an advantage.
• Ability to operate in international, multicultural environments.

If you're a Service Delivery professional who thrives in dynamic, global environments and you're open to working in Italy, we'd love to hear from you.