Service Delivery Manager - Global Operations Center (Maternity cover)
Core
Leading Level 1 IT Operations and Service Management activities to ensure 24x7 monitoring and event management across global cloud, on-premises, and application environments.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
Global IT operations stability, service performance, and operational efficiency via ITIL governance and automation.
Domain
IT Operations / Service Management / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL process governance, team leadership, stakeholder management, incident escalation, SLA/KPI reporting, vendor management, automation/AIOps strategy, cloud infrastructure knowledge, change/problem management, operational documentation governance
Preferred skills
ITIL Managing Professional, Azure certifications, Agile methodologies
Technologies
ServiceNow, Azure Monitor, Application Insights, Log Analytics, SIEM platforms, observability tools, automation platforms, scripting
Responsibilities
Lead and develop a global team of GOC analysts; Drive workforce planning and performance management; Ensure adherence to ITIL processes; Act as primary escalation point for operational issues; Manage service reviews and SLA/KPI reporting; Coordinate major incident communications; Oversee monitoring operations across hybrid environments; Champion automation and AIOps initiatives; Govern supplier and managed service provider performance
Seniority
Senior, hands-on IC with leadership responsibilities
