Global Service Delivery Manager – Senior Business Operations

About the role

We are seeking a Global Service Delivery Manager to lead end‑to‑end IT service delivery for enterprise customers. The role ensures operational excellence, SLA compliance and strong customer relationships across our Managed Services portfolio.

Key responsibilities

• Lead global IT service delivery operations, ensuring consistency, efficiency and contractual adherence.
• Monitor and enforce SLA and KPI compliance, driving continuous improvement.
• Oversee Incident, Problem, Change, Request and Escalation Management processes.
• Facilitate Daily, Weekly and Monthly Service Reviews, Business Reviews (MBR, QBR) and governance forums.
• Identify operational risks, implement corrective actions and maintain high service quality.
• Serve as primary contact for customer escalations and executive stakeholder communications.
• Coordinate with NOC, SOC, Helpdesk, Infrastructure, Operations and Field Engineering teams.
• Manage service transitions, implementations, roll‑outs, IMAC activities and steady‑state operations.
• Support project management by tracking milestones, risks, issues and maintaining RAID logs and status reports.
• Lead cross‑functional delivery teams across regional and global locations.
• Assist with resource planning, capacity management and workforce alignment.
• Collaborate with customers, vendors and internal stakeholders to meet delivery commitments.
• Support commercial governance, revenue assurance and contractual compliance.

Required profile

• Significant experience managing global IT enterprise customers within Managed Services environments.
• Proven ability to drive operational governance, customer satisfaction and service excellence.
• Strong leadership and communication skills with executive‑level stakeholder management.
• Experience in coordinating multi‑disciplinary technical teams (NOC, SOC, Helpdesk, etc.).

Required skills

• IT Service Management (ITSM) processes
• Incident, Problem, Change and Request Management
• Service Level Agreement (SLA) and KPI management
• Project Management (RAID logs, status reporting)
• Service governance and performance reporting