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About the Role
This role is responsible for governing end-to-end IT service delivery, operational excellence, customer satisfaction, supplier management, transformation governance, and continual service improvement across all infrastructure towers. The focus is on integrated service management, governance, KPI-driven operations, vendor consolidation, AI-enabled service delivery, and business-aligned outcomes.
Responsibilities
- Define and execute the enterprise Service Delivery Management strategy aligned with business objectives, operational priorities, and technology transformation programs.
- Establish a customer-centric service management culture focused on business outcomes, service quality, and operational excellence.
- Lead the evolution of the IT service delivery model, ensuring scalability, consistency, and alignment with organizational growth objectives.
- Develop multi-year operational roadmaps that support modernization, automation, and service transformation initiatives.
- Serve as the senior escalation point for service delivery issues impacting business operations.
- Establish and maintain governance frameworks across all infrastructure service towers.
- Lead service reviews, operational governance boards, and executive steering committees.
- Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations across all service domains.
- Drive service accountability through structured governance, reporting, and performance management processes.
- Implement standardised operational practices that support consistency, compliance, and service excellence.
- Lead end-to-end service management processes including Incident, Problem, Change, Request, Major Incident, Availability, Capacity, and Configuration Management.
- Ensure effective coordination across multiple service providers and technology towers.
- Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
- Oversee service lifecycle management from onboarding through continual improvement.
- Promote proactive service management through operational analytics, trend analysis, and predictive insights.
- Act as the primary advocate for customer satisfaction and business service outcomes.
- Develop strong relationships with business stakeholders and executive sponsors.
- Lead Voice of Customer initiatives and service satisfaction programs.
- Ensure services align with business priorities, operational requirements, and strategic goals.
- Drive service improvement initiatives that enhance customer experience and perceived value of IT services.
- Lead continual service improvement programs across all operational functions.
- Drive adoption of automation, AI-enabled service management, self-service, and operational analytics.
- Identify opportunities to improve service quality, efficiency, cost performance, and customer experience.
- Promote best practices aligned with service management frameworks and modern operating models.
- Partner with transformation teams to implement modernization and operational optimization initiatives.
- Govern relationships with managed service providers, outsourced partners, and strategic technology suppliers.
- Monitor supplier performance against contractual commitments and agreed service levels.
- Lead supplier performance reviews, improvement programs, and governance forums.
- Support vendor consolidation initiatives and service integration activities.
- Ensure vendors contribute effectively toward business objectives and operational outcomes.
- Define operational KPIs, service scorecards, executive dashboards, and performance reporting frameworks.
- Establish service measurement methodologies that provide actionable business insights.
- Monitor and report on service quality, service level attainment, operational risks, customer satisfaction, and financial performance.
- Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
- Drive performance improvement initiatives where operational objectives are not being achieved.
- Manage service delivery budgets, financial forecasts, cost optimization initiatives, and operational expenditure.
- Support contract management, commercial governance, and supplier negotiations.
- Identify opportunities for cost reduction through standardisation, automation, service optimization, and vendor rationalisation.
- Ensure financial transparency and effective management of service delivery investments.
- Align service delivery strategies with business value realisation objectives.
- Ensure service delivery adheres to organizational governance, regulatory requirements, and security policies.
- Lead operational risk identification, mitigation, and remediation activities.
- Oversee business continuity, disaster recovery coordination, and operational resilience planning.
- Ensure services are designed and operated to minimize business disruption.
- Maintain strong governance controls supporting audit readiness and compliance obligations.
- Build and lead a high-performing Service Delivery Management organization.
- Develop talent strategies, succession plans, capability development programs, and leadership pipelines.
- Foster collaboration across service towers, business units, and partner organizations.
- Promote a culture of accountability, innovation, customer focus, and continuous learning.
- Coach and mentor service management professionals and operational leaders.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
- 12+ years of experience in IT Service Management, Service Delivery Leadership, Infrastructure Operations, or Managed Services environments.
- 7+ years of leadership experience managing large, multi-functional IT service delivery organizations.
- Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers.
- Experience operating within global, multi-vendor managed services and outsourced delivery environments.
- Demonstrated success leading large-scale service transformation, operational excellence, and governance initiatives.
- Deep understanding of IT Service Management (ITSM) principles and frameworks.
- Expertise in Incident, Problem, Change, Release, Service Level, Availability, Capacity, and Continual Service Improvement practices.
- Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
- Strong knowledge of infrastructure services including cloud, workplace, network, platform, security, and operations domains.
- Familiarity with automation, AI-enabled service management, analytics, and performance reporting platforms.
- Understanding of operational governance, service integration, supplier management, and commercial management processes.
- Knowledge of modern IT operating models and digital transformation methodologies.
- Executive-level stakeholder management and communication skills.
- Strong customer engagement and relationship management capabilities.
- Ability to balance operational priorities with strategic business objectives.
- Proven leadership in driving organizational change and service transformation.
- Strong analytical, financial, negotiation, and problem-solving skills.
- Experience influencing senior executives, business leaders, suppliers, and governance boards.
- ITIL Managing Professional, Strategic Leader, Expert, or Master Certification.
- Project Management Professional (PMP) or PRINCE2 Certification.
- Certified SIAM Professional (Service Integration and Management).
- Lean Six Sigma Green Belt or Black Belt.
- COBIT Foundation or Governance Certifications.
- Microsoft, AWS, or Google Cloud certifications.
- Relevant service delivery, governance, or operational excellence certifications.
Skills
- IT Service Management (ITSM)
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Level Management
- Availability Management
- Capacity Management
- Continual Service Improvement
- ServiceNow
- Enterprise Monitoring
- Cloud Services
- Workplace Services
- Network Services
- Platform Services
- Security Services
- Operations Management
- Automation
- AI-enabled Service Management
- Analytics
- Performance Reporting
- Operational Governance
- Service Integration
- Supplier Management
- Commercial Management
- Modern IT Operating Models
- Digital Transformation
- Stakeholder Management
- Customer Engagement
- Relationship Management
- Organizational Change Management
- Service Transformation
- Analytical Skills
- Financial Management
- Negotiation Skills
- Problem-Solving
- ITIL
- PMP
- PRINCE2
- SIAM
- Lean Six Sigma
- COBIT
- Microsoft Azure
- AWS
- Google Cloud
Experience Level
- 12+ years of experience in IT Service Management, Service Delivery Leadership, Infrastructure Operations, or Managed Services environments.
- 7+ years of leadership experience managing large, multi-functional IT service delivery organizations.
Education Level
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.