Onsite Service Delivery Manager

Manning Global AG; New Jersey; On-site; USD 104,000 - 128,000; Full time

Job summary

Manning Global AG is seeking an Onsite Service Delivery Manager to lead IT services delivery in Bergen, Norway. The role focuses on governance, KPI achievement, and high-touch client engagement on-site at the customer location.

You will drive incident management, maintain service quality, and coordinate with offshore teams, vendors, and leadership to ensure seamless operations and continuous improvement.

Qualifications

• Bachelor’s degree in Engineering, IT, or related field.
• ITIL certification preferred; PMP/Prince2 helpful.
• 10–15+ years in IT infrastructure/service delivery.
• Experience in onsite/offshore global delivery.
• Strong stakeholder and crisis management skills.

Responsibilities

• Own end-to-end service delivery at client location.
• Ensure SLA/KPI/OLA adherence and drive improvements.
• Lead incident, problem, change management and RCA reviews.
• Manage governance meetings and provide executive updates.
• Coordinate onsite and offshore teams and vendors.

Skills

Stakeholder management

Communication

ITIL processes

Leadership

Crisis management

Education

Bachelor’s degree in Engineering or IT

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 Norway.

Job Title:

Onsite Service Delivery Manager

Employment:

Full time

Start Date:

10/01/2026

Country:

Norway, Bergen - Model: Onsite

Salary range:

90-110k EUR/annum

Contact:

Bojan Ulemek on: [phone]

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)

3. Incident & Escalation Management

• 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

4. Team & Vendor Management

• 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
• Track metrics such as:
• SLA compliance
• Incident resolution trends
• Same-day closure rates
• Ticket backlog and aging

6. Continuous Improvement & Transformation

• 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
• Experience in IT infrastructure services (EUC, network, cloud, service desk, etc.)
• 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