Head of Service Delivery Management
Core
Lead and develop a high-performing team of Service Delivery Managers to ensure service excellence and accountability across multiple enterprise clients.
Role type
Senior IC service delivery leader (Head of Service Delivery)
Builds
Enterprise IT service delivery and managed services
Domain
Enterprise IT, Managed Services, Financial Services, Public Sector, Telecommunications
Required skills
Enterprise IT service delivery leadership, SLA-driven service governance, client escalation management, ITIL-aligned service management, commercial awareness of service performance, stakeholder engagement (CIO/CTO), team development, operational readiness and service transition governance
Preferred skills
Higher-level ITIL, SIAM, ISO / IEC 20000, COBIT, PMP / PRINCE2, enterprise monitoring and observability, AIOps, automation and digital operations
Technologies
enterprise monitoring, observability, AIOps, automation
Responsibilities
Lead an SDM function across multiple enterprise clients, diagnose and improve service performance deterioration, manage serious client escalations with executive communication, introduce consistent service governance and reporting standards, manage service issues involving credits and contractual exposure, develop and performance-manage experienced SDMs, deliver measurable service improvements
Seniority
Senior, hands-on IC
