Global Service Delivery Manager

Stefanini North America and APAC; Overland Park (KS); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Tuition reimbursement

Medical, dental and vision insurance

Professional development eLearning

Job summary

Stefanini North America and APAC is seeking a seasoned Global Delivery Manager to oversee multiple delivery teams for a key client. You will partner with client success directors and BU leads to drive strategy, financial performance and continuous improvement.

The role requires strong global leadership, stakeholder management, and experience with IT services such as service desk, deskside and infrastructure. You will report to the Business Unit Lead and deliver executive-level presentations.

Qualifications

• Bachelor's degree required; Master's preferred.
• Global management experience and financial oversight essential.
• Strong problem solving and relationship skills required.

Responsibilities

• Act as Global SPOC for client(s) and oversee delivery of Service Desk, Deskside, and Infrastructure Services.
• Lead and coach teams, drive continuous improvement and implement best practices across locations.
• Provide executive-level updates and manage scope, change control, and invoicing.

Skills

Global Management

Financial management

IT industry knowledge

Problem solving

Leadership

Stakeholder management

Communication

Time management

Strategic thinking

Project coordination

ServiceNow

Education

Bachelor's degree

Master's degree or certifications

Tools

ServiceNow

Job description

Who we are

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Details

Who we are

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

You will oversee a number of teams across the globe providing outsourced IT services to a key client. This position will work closely with client representatives and requires someone with strong attention to detail, as well as excellent interpersonal skills. You will be responsible for driving strategy within your assigned delivery programs in partnership with the Business Unit Lead and Client Success Director. You'll be accountable for the financial and operational results of your teams and will be expected to drive continuous improvement activities. You will also enjoy working with an energetic and dynamic team, engaging at many levels with the client to improve the service delivered to their users.

• Act as Global Single Point of Contact (SPOC) for client(s)
• Responsible for day today Global delivery of Service Desk, Deskside, and Infrastructure Services
• Provide leadership, direction and coach/mentor team
• Implement, monitor and adhere to Best Practices for Global delivery locations
• Implement process improvements
• Manage to Scope of Work and Change of Scopes
• Assist with new launches or new business with client (s)
• Assist with invoicing
• Delivers to Expectations
• Provides Executive Management Presentations on Services
• Participates in on-going Service Delivery Meetings
• Global Expense Management
• Drive Continuous Improvement

Job Requirements

Details

What do you need to succeed?

• Bachelor's degree required, Master's or graduate certifications preferred. Typically requires more than 2 years of Global Management experience.
• Global experience
• Financial Management Experience on a Global level
• In-depth understanding of IT industry dynamics
• Critical thinking and problem solving skills
• High tolerance/evolved ability to lead and manage ambiguous situations
• Excellent relationship skills
• Superior verbal, written, facility and presentation skills
• Collaboration and team leadership abilities
• Effective time and project management skills
• Ability to manage strategically as well as at a more detailed level as needed
• Experience with ServiceNow is a plus

What You'll Get

• Work with brilliant minds, often within a global capacity;
• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we're different

• Brazilian and privately owned company;
• Agility, flexibility, and innovation are in our DNA;
• Flat organizational structure which enables faster communication and decision making;