Service Delivery Manager

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.