Service Delivery Manager (Global)
Core
Builds and leads a globally aligned deskside organization delivering end-user support, aligning ITIL practices with regional operations for service excellence.
Role type
Senior Service Delivery Manager (Global ITSM)
Builds
Global deskside operating model, standardized workflows, and enterprise ITSM integration.
Domain
IT Service Management (ITSM) / Global Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Global team leadership, ITIL framework implementation, ServiceNow reporting, KPI framework design, cross-regional coordination, process maturity assessment, incident management, stakeholder management
Preferred skills
ITIL v4 Foundation certification, hardware lifecycle program leadership, knowledge management modernization
Technologies
ServiceNow, ITIL
Responsibilities
Define global deskside operating model and accountability; lead major incident management council participation; oversee global service performance metrics and KPIs; integrate ITIL standards into regional workflows; coordinate cross-functional improvement initiatives; ensure data integrity in ServiceNow reporting.
Seniority
Senior, hands-on IC with global leadership scope
