Onsite Service Delivery Manager

Manning Global AG; Bergen; On-site; NOK 970,000 - 1,185,000; Full time

Job summary

Manning Global is recruiting for an Onsite Service Delivery Manager to join a blue-chip client in Norway. The role oversees end-to-end IT service delivery onsite, ensuring SLAs and KPIs are met while coordinating with offshore teams and vendors.

Start date 10/01/2026. Requires 10–15+ years in IT Infrastructure/Managed Services and strong leadership. The position offers 90–110k EUR per annum and a performance-driven, customer-focused environment.

Qualifications

• 10–15+ years in IT Infrastructure/Managed Services
• At least 4–5 years in leadership or customer-facing roles
• Strong stakeholder management and communication skills

Responsibilities

• Own end-to-end service delivery for all in-scope IT services at client location.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive incident, service request, problem, and change management processes.
• Monitor service performance and implement actions to improve service quality.

Skills

Leadership

Stakeholder management

ITIL knowledge

IT service delivery

Crisis management

Education

Bachelor’s degree in IT/Engineering

ITIL Certification

PMI/Prince2 (nice to have)

Tools

ServiceNow

Power BI

Monitoring tools

Job description

Manning Global, an Internationally renowned staffing and managed services organization specializing in providing staffing solutions for leading corporations in AI, IT & Telecoms, Engineering, Digital Media, Automotive and Renewable Energy is recruiting for Onsite Service Delivery Manager on behalf of one of their blue-chip international clients to join their organization in the Norway.

Job Title:

Onsite Service Delivery Manager

Employment:

Full time

Start Date:

10/01/2026

Salary range:

90-110k EUR/annum

Role Overview

• The Onsite Service Delivery Manager (SDM) will act as the primary interface between the end customer and the delivery organisation (client), ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives.
• This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement, while coordinating closely with offshore teams, vendors, and internal stakeholders.

Experience

• 10–15+ years in IT Infrastructure / Managed Services / Service Delivery
• Minimum 4–5 years in a leadership or customer-facing role

Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end service delivery for all in-scope IT services at client location
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments
• Drive incident, service request, problem, and change management processes
• Monitor service performance and implement corrective actions to improve service quality

2. Client & Stakeholder Management

• Act as the single point of contact (SPOC) for client stakeholders
• Build strong relationships with business and IT leadership
• Conduct daily/weekly/monthly governance meetings
• Provide executive-level updates, dashboards, and service reviews (SteerCo)
• Lead major incident management (P1/P2) and ensure timely resolution
• Drive RCA reviews and track corrective and preventive actions (CAPA)
• Manage critical escalations with a proactive and assertive approach
• Coordinate with onsite, offshore, and third-party teams
• Ensure optimal resource utilization and skill alignment
• Monitor vendor performance and compliance with SLAs
• Foster a collaborative and high-performance team environment

5. Service Governance & Reporting

• Establish strong governance frameworks and reporting cadence
• Publish RAG status, service dashboards, and KPIs for leadership review
• SLA compliance
• Incident resolution trends
• Same-day closure rates
• Ticket backlog and aging
• Identify opportunities for automation, optimization, and cost efficiency
• Drive process standardization and best practices (ITIL framework)
• Lead initiatives in:
• ServiceNow / ITSM optimization
• End-user experience improvements
• Automation (e.g., Power BI, scripting, integrations)

7. Transition & Change Management

• Support service transitions and stabilization (project to BAU)
• Ensure smooth onboarding of new services or enhancements
• Govern change implementation with minimal business disruption

Experience/Qualifications:

Technical & Process

• Strong expertise in ITIL-based service management processes
• Familiarity with tools like ServiceNow, Power BI, monitoring tools

Leadership & Functional

• Strong stakeholder management and communication skills
• Proven ability in handling escalations and crisis situations
• Experience managing global delivery models (onsite/offshore)
• Data-driven decision-making and analytical mindset

Soft Skills

• Excellent communication and presentation skills (executive-level)
• Strong problem-solving and decision-making ability
• High ownership, accountability, and customer focus

Qualifications

• Bachelor’s degree in Engineering, IT, or related field
• ITIL Certification (preferred)
• PMP / Prince2 (good to have)

Success Criteria

• Consistent SLA and KPI achievement
• High customer satisfaction (CSAT) scores
• Reduction in incidents, backlog, and recurring issues
• Improved operational efficiency and automation adoption