Global Delivery Manager - 6 months contract

Stefanini EMEA; Portugal; Presencial; EUR 70 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Resumo da oferta

Stefanini EMEA is seeking a Global Delivery Manager to own a designated account and drive performance, growth, and client satisfaction across regions. You will lead cross-functional teams, manage SLAs, and ensure scalable delivery of premium IT services worldwide.

Contract duration is 6 months with the possibility of extension; travel may be required. English fluency and ITIL experience are preferred, with strong leadership and P&L management skills.

Qualificações

• Proven experience delivering IT services across multiple countries and regions.
• Experience coordinating field teams and ensuring consistent support across locations.
• Strong financial management experience at a global level, including P&L ownership, budgeting, forecasting, and revenue assurance.
• Deep understanding of IT industry dynamics including digital workplace trends and outsourcing models.
• Fluent English; willingness to travel internationally.

Responsabilidades

• Oversee end-to-end delivery of IT services globally across regions.
• Act as global SPOC and senior escalation point for the client.
• Own and grow the global account relationship, identifying expansion opportunities.
• Provide leadership to regional delivery managers and cross-functional teams.
• Govern service delivery in line with contracted scope and manage changes.
• Establish and maintain global processes (ITIL-aligned) for standardized delivery.
• Lead initiatives to improve quality, efficiency, and cost across regions.
• Ensure asset and stock management across all sites and accurate reporting.

Conhecimentos

Global delivery

Account leadership

SLA management

ITIL

P&L ownership

Stakeholder mgmt

Formação académica

ITIL Foundation certification

PMP certification

Descrição da oferta de emprego

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Global Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management.

This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.

Contract duration: 6 months, with the possibility of extension.

Core Responsibilities

• Oversee end-to-end delivery of global desktop and end-user support services across multiple regions, ensuring performance consistently meets or exceeds SLAs and customer expectations;
• Act as the global Single Point of Contact (SPOC) and senior escalation point for the client;
• Own, grow, and develop the global account relationship, identifying expansion and cross-sell opportunities while leading by example;
• Provide leadership, direction, and coaching to regional delivery managers, service leads, and cross-functional teams across geographies;
• Govern service delivery across all regions in line with the contracted scope of work, managing scope changes and ensuring consistency of delivery;
• Establish and maintain global systems, processes, and methodologies (e.g. ITIL-aligned) that support standardized, scalable delivery of agreed services;
• Drive adoption of best business practices and harmonize ways of working across regions and sites;
• Identify service improvement opportunities globally and lead the implementation of initiatives that optimize service quality, efficiency, and cost;
• Ensure assets in scope across all regions are accurately tracked and registered in the asset management database, with regular audits and data quality controls;
• Oversee local and regional stock management, ensuring stock levels are optimized, assets are tracked, and storage standards are upheld at every site;
• Ensure the PC and end-user device lifecycle is managed consistently across regions in line with agreed client expectations;
• Take ownership of customer complaints and escalations at global level, ensuring root cause analysis and corrective and preventive actions are implemented;
• Lead the transition, onboarding, and launch of new services, sites, or regions with the client;
• Hold overall accountability for global invoicing, revenue assurance, and the achievement of financial targets (P&L, margin, and forecast accuracy);
• Manage global risks, compliance, and governance requirements, including data protection, security, and local regulatory differences;
• Manage subcontractors and third-party vendors to ensure service quality and contractual adherence across regions.
• Provide regular reports on global service performance, risks, and financials to senior management;
• Innovate and propose new improvement ideas, including automation, digital workplace, and AI-enabled service enhancements;

Job Requirements

• Proven experience managing delivery of IT services across multiple countries and regions;
• Previous experience managing local IT operations or field service delivery, including overseeing technicians providing onsite IT support at customer premises;
• Proven ability to coordinate field teams, manage service levels, and ensure consistent support across customer locations;
• Demonstrated financial management experience at a global level, including P&L ownership, budgeting, forecasting, margin management, and revenue assurance;
• In-depth understanding of IT industry dynamics, including end-user services, digital workplace trends, outsourcing models, and the competitive landscape;
• Strong critical thinking and problem-solving skills, with the ability to analyze complex, multi-region issues and drive sustainable solutions;
• High tolerance/evolved ability to lead and manage ambiguous situations.
• Excellent relationship-building skills, with the ability to engage and influence stakeholders from team level up to senior client executives;
• Superior verbal, written, facilitation, and presentation skills, including experience presenting to executive-level audiences;
• Strong collaboration and team leadership abilities, with experience leading and developing managers and cross-functional teams across regions;
• Effective time management and project management skills, with the ability to prioritize and balance multiple global initiatives simultaneously;
• Fluency in English required; additional languages are an advantage;
• Willingness to travel internationally as needed;
• ITIL Foundation certification or experience is a plus; additional certifications (e.g. PMP, ITIL 4 Managing Professional) are an advantage.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.